KPMG has been appointed as the learning services partner to The Skills Academy - an exciting and innovative approach to skills development for the WA public sector workforce. This one sector approach to learning will deliver a comprehensive suite of courses via a new intuitive and modern technology platform to more than 35,000 staff across 56 participating agencies. 

Developed in partnership with more than 150 subject matter experts from across the WA public sector, 120 courses will be designed specifically for the WA public sector context. Courses will cover a wide range of skills and foundational knowledge required of a modern public sector workforce.

Your opportunity

The Service Desk Team Leader oversees the day-to-day operations of the Service Desk within the Learning Managed Service, ensuring the delivery of a high-quality, efficient, and learner-centric support experience.  

The Team leader provides supervision, coaching, and escalation support to a team of Service Desk Consultants while maintaining service levels across phone, email, and ticketing channels. This role plays a key part in workforce planning, quality assurance, continuous improvement, and driving consistent standards across the Service Centre. Please note this is a 12-month fixed term contract.   

Key Responsibilities: 

Team Leadership and Coordination 

• Lead, coach and support a team of Service Desk Consultants to meet daily operational targets.  

• Manage daily huddles, team briefings, and communication updates.  

• Monitor adherence to schedules and call coverage.  

• Conduct regular one-to-one’s, deliver performance feedback and provide development guidance.  

Service Operations and Workflow Management 

• Oversee daily call, email, and ticketing volumes to ensure timely responses and achieve performance measures. 

• Manage skill-based routing and queue performance in Microsoft Teams.  

• Allocate work and adjust resource distribution during peak periods. 

• Step in to manage calls or complex enquiries where required.   

Quality Assurance and Continuous Improvement 

• Conduct regular quality assurance reviews in line with a Quality Management Framework.  

• Identify recurring issues, trends or training needs and implement improvement actions.  

• Maintain and update knowledge base articles, Standard Operating Procedures and internal guides.  

• Support onboarding and capability uplift across the team. 

Escalation and Issue Resolution 

• Act as the first point of escalation for the Service Desk on complex issues across bookings, event management, systems and Learner concerns.  

• Troubleshoot problems on multiple technology platforms. 

Reporting and Analytics 

• Produce daily/weekly updates on performance measures, ticket ageing, enquiry categories and Service Desk quality.  

• Provide insights to the Service Centre Lead to support planning, forecasting, and client reporting. 

• Track attendance, productivity, and operational compliance. 

Stakeholder Management 

• Maintain positive relationships with internal and external stakeholders.  

• Attend operational calls where required to provide insights.  

• Escalate risks, service gaps, or emerging issues to the Service Lead. 

Key Skills and Experience: 

• Experience leading a team of 3-10 people in a Service Desk, contact centre, or customer-support environment.  

• Prior experience overseeing staff, mentoring others, or acting as a senior team member. 

• Strong communication skills (verbal and written). 

• Proficiency in Microsoft Teams and Office 365 tools. 

• Experience with ticketing systems. 

• Ability to analyse data and translate it into actionable insights.  

Desirable 

• Experience in the learning, training, education or Learning Managed Services environment. 

• Exposure to event coordination, course administration or workforce development programs.  

• Experience designing and maintaining Standard Operating Procedures.   

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth. 

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.

KPMG Australia: grow with us!