Service Desk Team Lead
DuluxGroupJobsCloseBy Editorial Insights
At DuluxGroup in Clayton, we’re looking for a Service Desk Team Lead to drive a high‑performing, on‑site team, lift SLA performance, handle complex incidents and major incidents, and accelerate service delivery through process improvement and automation. You’ll manage ITSM across incident, problem and request management, oversee knowledge, asset and service catalog, and partner with stakeholders to improve user experience and produce clear dashboards. The ideal candidate has tertiary qualifications with ITIL certification, proven Service Desk leadership, strong Microsoft, networks and cloud knowledge, and a customer‑first mindset. To apply, tailor your resume to show leadership impact, ITIL/ServiceNow proficiency, and data‑driven results, and apply online.
About Us
DuluxGroup is a leading marketer and manufacturer of premium brands that help people create better spaces to live and work. With a heritage of over 100 years, we’re home to trusted names like Dulux, Selleys, Yates, Cabot’s, and B&D, delivering products across paints, coatings, adhesives, garden care, and home improvement. As part of Nippon Paint Holdings, we combine global scale with strong local roots, driven by innovation, sustainability, and a commitment to our customers.
Our Group Functions cover Supply Chain, Sales Capability, Finance, People & Culture, IT & Digital, and Legal are an integral part of our Business Units that enable growth and operational excellence. They provide the insights, technology, and expertise that keep our businesses agile and future ready. Joining DuluxGroup means contributing to iconic brands, working in a collaborative culture, and enjoying opportunities for career growth and flexibility.
What You’ll Be Doing
- Lead, coach and develop a high-performing Service Desk team
- Drive SLA performance, service quality and customer satisfaction
- Act as escalation point for complex incidents and Major Incident Manager
- Optimise service delivery through process improvement and automation
- Manage ITSM (ServiceNow) processes across incident, problem and request management
- Oversee knowledge management, asset management and service catalogue
- Partner with stakeholders to improve service outcomes and user experience
- Deliver reporting, insights and performance dashboards
Our Benefits
- Up to $1,000 net annually to cover private health extras gap costs
- Exclusive discounts on DuluxGroup products and partner offers
- Stay active anytime, anywhere through our partnership with Fitness Passport
- 20 weeks paid parental leave (primary carers) and 2 weeks partner leave from day one
- Market leading learning, development and career pathways
- Access to our Wellbeing Hub and full EAP support
What We’re Looking for
- Tertiary qualifications (including ITIL certified) and previous experience leading a Service Desk or IT Support team
- Experience using automation and workflows to improve Service Desk efficiency and user experience
- Strong stakeholder engagement and customer-first mindset
- Solid understanding of ITIL processes and ServiceNow (or similar ITSM tools)
- Broad technical knowledge across Microsoft, networks, cloud and enterprise systems
- Ability to manage competing priorities in a fast-paced environment
- Passion for continuous improvement, data-driven decision making and team development
Why Join Us?
Progressing your career with the DuluxGroup means being part of a network of over 8000 employees globally who believe in our purpose to ‘Imagine a Better Place’
With origins dating back to 1918, we are a leading marketer and manufacturer of iconic brands such as Dulux, Selleys, Cabots, Yates and B&D to name a few.
By joining us, you will be a part of a long-term strategy to deliver profitable growth through brand leadership, innovation and customer intimacy. We are committed to internal mobility and growth while fostering an inclusive culture with flexible work options.
If this sounds like an environment you would like to be a part of, please apply online!