Help Desk Team Lead (Retail, Point of Sale, e-Commerce)

About the Company

Megabus Software Pty Ltd (an independent company within the Vela Software group) is a recognised industry leader in software development, specialising in delivering comprehensive, end-to-end enterprise and business management solutions. Our offerings include robust software, accounting tools, and customised solutions designed to support the needs of independent businesses, multi-company operations, multi-location enterprises, as well as both franchise and single-entity structures.

For over 40 years, we have proudly served the tyre and automotive industries across Australia, New Zealand, Southeast Asia, and North America, empowering businesses to streamline operations and achieve their goals with confidence.

About the Role

The Help Desk Team Leader ensures smooth and efficient IT support across the organisation, minimising disruptions and enhancing end-user productivity. This role involves leading the Help Desk team, resolving technical issues, maintaining IT assets, and ensuring adherence to service standards. You’ll also coach and mentor junior team members, promote best practices, and foster a high-performing support culture.

Key Responsibilities

• Ensure helpdesk team resolves tickets within agreed-upon SLA
• Supervise and train helpdesk casuals, ensuring they have the necessary skills and knowledge to provide excellent support
• Provide clear and effective communication with end-users to resolve technical problems and deliver a high level of customer satisfaction
• Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement
• Ensuring operational procedures and practices are well defined, documented, and consistently applied. 
• Instilling a high-performance culture in the team with a focus on teamwork, proactivity, service excellence, and ownership for resolving customer issues
• Achieving consistent customer satisfaction ratings and responding/planning according to customer feedback on areas for improvement
• Taking responsibility for customer escalations and acting as a point of escalation from your team
• Maintaining a best-practices security-focused mindset

Required Skills & Experience

• 3+ years minimum experience in a similar role
• Exceptional interpersonal & customer service skills – strong communication skills are a must
• Strong organisational & time management skills
• Competent in using data to drive team success
• Demonstrated ability to manage and motivate a team

If you’re passionate about contributing to our vision of empowering tyre and mechanical workshops to seamlessly integrate and manage every aspect of their operations, we’d love to hear from you.

Apply now directly via SEEK to ensure the Hiring Manager has immediate access to your application and responses to the accompanying application questions

Megabus Software Pty Ltd is proud to be an Equal Employment Opportunity Employer.