Team Lead- Service Desk
- Lead and mentor a team of Service Desk analysts to deliver high quality ICT support.
- Manage daily operations including queue management, escalations, and SLA performance.
- Drive continuous improvement across processes and service quality.
Service Desk Team Lead
Baseline Clearance
12 Month Contract
Federal Government
Canberra
We’re partnering with a major federal government department to bring on an experienced Service Desk Team Lead to guide a high performing support team through a period of uplift, stabilisation and service improvement. This role is perfect for someone who thrives in a fast paced environment, enjoys coaching and developing staff, and can bring structure, consistency and leadership to frontline ICT operations.
What you’ll be doing
- Leading and mentoring a team of Service Desk analysts to deliver high quality, customer focused ICT support
- Managing daily operations including queue management, escalations, workforce planning and SLA performance
- Driving continuous improvement across processes, documentation, knowledge articles and service quality
- Acting as an escalation point for complex incidents and coordinating with technical teams to ensure timely resolution
- Supporting change, problem and incident management activities in line with ITIL practices
- Ensuring compliance with departmental policies, security requirements and governance frameworks
- Building strong relationships with stakeholders across ICT, business areas and external vendors
What we’re looking for:
- Proven experience leading a Service Desk or IT Support team in a government or enterprise environment
- Strong understanding of ITIL, incident/problem/change processes and service delivery best practice
- Excellent communication, coaching and stakeholder engagement skills
- Ability to manage competing priorities and maintain calm, structured leadership
- Experience with common enterprise technologies (M365, AD/Entra, Windows 10/11, remote support tools, ServiceNow or similar)
If this sounds like you hit " APPLY NOW"
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
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