# Service Desk Lead

**Company:** [ClearCourse](http://jobs.workable.com/companies/2koXZK2QmpmVXFwbsMKzTt.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** SaaS - Sports & Leisure

[Apply for this job](http://jobs.workable.com/view/ae7d51ca-695a-475a-a3a2-4c08182e3a09)

## Description

### **Service Desk Lead**

**Location:** Remote (Australia)  
**Reports to:** Managing Director, Sports & Leisure

### **About the Role**

ThinkSmart Software (part of the ClearCourse Group) is a growing SaaS business supporting children’s activity providers across the UK. We’re looking for a Service Desk Lead to manage a small support team while improving how service desk operations are delivered, measured, and scaled.

### **About You**

-   Experience in a Service Desk or IT Support environment
-   Previous team leadership or supervisory experience
-   Strong understanding of incident and problem management
-   Comfortable analysing data and driving improvements
-   Ideally experienced in a SaaS environment

## Requirements

-   Act as senior escalation point for complex support issues
-   Lead, coach, and manage a small service desk team
-   Analyse support data, trends, and performance metrics
-   Improve ticket categorisation, reporting, and processes
-   Enhance knowledge base content to drive self-service
-   Provide customer insights, identifying recurring issues and root causes
-   Collaborate with internal teams and external partners to improve outcomes