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 AUS. 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
Other open roles at ClearCourse(6)
ClearCourse delivers industry-specific software, payments, and digital solutions, helping businesses grow, innovate, and thrive across diverse sectors.
Key team members
Jesse Williamson
Tony Heath-Smith
Ross Pierrepont
Tim Sewart
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