Lead Technical Specialist

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The Intelligent Service Desk Lead is accountable for end-to-end Service Desk outcomes, ensuring high-quality, cost-efficient, and scalable support services by orchestrating human and AI-driven capabilities.

This role owns customer experience (CSAT), service performance (SLA), backlog health, and operational efficiency, while driving continuous improvement through automation, deflection strategies, and shift-left initiatives.

The role leads a global Service Desk team, plays a key role in major incident management, and acts as a trusted partner to business and technology stakeholders by ensuring predictable, transparent, and resilient service delivery.

Key accountabilities

• Own and continuously improve CSAT, SLA adherence, first-contact resolution, and backlog health
• Orchestrate human + AI support models to maximise efficiency and experience
• Drive ticket deflection through automation, self-service, and knowledge management
• Deliver cost-efficient operations while maintaining service quality
• Build and maintain stakeholder confidence through clear communication, service transparency, and predictable outcomes
• Ensure Service Desk readiness for new products, releases, and business changes

I. Service Outcomes & Operational Orchestration

• Lead a global Intelligent Service Desk, ensuring consistent service delivery across regions and time zones
• Own Service Desk KPIs, including CSAT, SLA, MTTR, backlog ageing, deflection rate, and automation effectiveness
• Orchestrate AI-enabled tools (chatbots, auto-triage, auto-resolution, knowledge surfacing) alongside human agents
• Drive shift-left strategies by improving L1/L2 capability, self-service, and knowledge reuse
• Ensure team readiness to support new product launches, system changes, and business initiatives
• Act as a key driver in Major Incident Management, leading service restoration and post-incident reviews
• Continuously identify opportunities to improve service efficiency, scalability, and cost optimisation

II. Customer & Stakeholder Management

• Own the end-user experience and act as the primary escalation point for critical incidents and service issues
• Maintain ownership of escalations until full resolution, ensuring timely and transparent communication
• Partner proactively with business stakeholders to understand pain points and improve service perception
• Build trust and confidence by demonstrating service maturity, accountability, and continuous improvement

III. Team & Capability Leadership

• Lead, coach, and develop a team of 4–6 Service Desk Analysts
• Set clear goals, conduct regular 1:1s, and ensure performance aligns to service outcomes
• Build strong capabilities across technical support, customer experience, and AI-assisted service delivery
• Foster a culture of ownership, learning, innovation, and customer-centricity
• Support career development through coaching, training plans, and exposure to automation and service improvement initiatives

Required experience

Essential Requirements

• 6+ years of overall IT experience, with minimum 2+ years in a Senior Service Desk / Lead role
• Strong experience supporting cloud-based applications, infrastructure, or digital platforms
• Proven experience owning service metrics (CSAT, SLA, backlog, MTTR)
• Experience working with or alongside AI-enabled Service Desk tools (chatbots, automation, self-service portals)
• Strong understanding of ITIL-based service management, incident and problem management
• Hands-on knowledge of:
• Active Directory & Exchange
• Microsoft 365, MS Teams
• Excellent stakeholder communication, escalation handling, and customer management skills
• Ability to operate in a fast-paced, global, shift-based environment
• Strong analytical mindset with a focus on continuous improvement and service optimisation

Desirable Requirements

• Experience with service automation, ticket deflection, or AI-driven support models
• Working knowledge of Service Desk tools (JIRA, ServiceNow or equivalent), SAP Launchpad
• Exposure to knowledge management and self-service strategy
• Understanding of SaaS, CRM platforms, and digital education services
• Experience contributing to process improvement, reporting, and service maturity initiatives