Team Leader, Service Desk

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South Australia Police
Job reference: 701881
Location: 5000 - ADELAIDE
Job status: Short Term Contract
Eligibility: Open to Everyone
Term, full-time vacancy up to 30 June 2026

South Australia Police (SAPOL) provides a diverse range of services to the community. These services are aimed at producing a safe and peaceful environment by the minimisation of crime and disorder. It is a large complex organisation which, because of the nature of its operations, is constantly subject to public scrutiny and accountability. It provides services to a range of different locations (over 100) spread across the State on a 24 hour a day basis.

SAPOL’s vision is to provide a visible, responsive police service for all South Australians. All SAPOL employees are guided by Our Values of Service, Integrity, Courage, Leadership, Collaboration and Respect. SAPOL is an organisation with a proud history and an exciting vision for the future.

Your new role

Working within IS&T, Customer Service Branch - Operational Services stream and reporting to the Branch Manager, you will be responsible for ensuring a customer-focused Service Desk, aiding end users in technology use, and collaborate with other managers to ensure the availability and quality of IS&T services to SAPOL.

This unique role offers the opportunity to shape and optimise Service Desk operations by coordinating the development, delivery, and review of key programs and services. You will be at the forefront of monitoring and analysing Service Desk performance, ensuring efficient management of volumes, responses and service impacts. Additionally, you’ll play a crucial part in workforce planning, training and upskilling team members to ensure the Service Desk is efficiently staffed to meet varying demands.

Key responsibilities include

- Oversee Service Desk workforce planning, including staffing, forecasting, and gap analysis to ensure alignment with operational demand and effective resource management.

- Lead the development, delivery and review of programs and services that monitor and improve Service Desk operations and activities.

- Lead and motivate a high‑performing team, ensuring excellent service delivery, continuous improvement and the achievement of KPIs, while fostering strong relationships within internal and external stakeholders.

- Act as an escalation point for team members with a focus on delivering customer outcomes.

- Oversee and maintain the Service Management tools, driving continuous improvement initiatives to enhance efficiency and adoption across all IS&T teams.

About You

- Strong interpersonal, written and verbal communication skills for building relationships and presenting complex ideas to both technical and non‑technical audiences.

- Skills in analysing and solving complex problems, identifying trends and recommending improvements to service delivery.

- Proven track record in managing, coaching, and motivating a Service Desk team, including workforce planning.

- Strong understanding of ICT Service Desk management, ticketing systems and related monitoring tools in large and complex organisations.

- Knowledge of the principles of Equity and Diversity requirements.

Special Conditions

- The incumbent must hold a current Australian work eligibility status and will be subject to a criminal history check.

- The incumbent may be assigned to other duties at this remuneration level or equivalent.

- Some out of hours work and intra/interstate travel may be required.

- The incumbent is required to participate in SAPOL’s iEngage program.

Salary

ASO5 - $85,790 - $95,413 per annum.

Enquiries

Bianca Holmes
bianca.holmes@harrisonmcmillan.com.au

Application Instructions

All applications must be submitted online.

Applicants must submit a covering letter (two pages) addressing the essential minimum requirements of the role outlined in the Position Information Document, a current resume and the contact information of three referees including your current line manager. Applicants external to SAPOL must complete an RF2099 Pre‑Employment Declaration Form and submit this with their application.

South Australia Police is dedicated to strengthening trust and collaboration with First Nations communities in South Australia as we shape a culturally responsive and inclusive workplace for First Nations employees.

Our vision is to create safer communities by strengthening the bonds of mutual respect, understanding, and partnerships between police and First Nations peoples. By deepening our appreciation and understanding of First Nations cultures and acknowledging the past, we are committed to focusing on the present and moving forward together into the future.

To strengthen our workforce, South Australia Police encourage applications from First Nations peoples.

South Australia Police is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.

People with disability are strongly encouraged to apply. The South Australian public sector supports flexible ways of working including part‑time working arrangements wherever reasonably possible. The sector is diverse and desires to increase indiversity and to create opportunities for more South Australians.

We are committed to making reasonable adjustments to provide a positive, barrier‑free recruitment process and supportive workplace. If you have any support or access requirements, we encourage you to advise us at the time of application.

Applications close: 28/10/2025 5:00 PM

Attachments

- PID - ASO5 Team Leader Service Desk.pdf
- RF2099 - Pre‑Employment Dec.pdf

Flexibility Statement

The South Australian public sector promotes diversity and flexible ways of working including part‑time. Applicants are encouraged to discuss the flexible working arrangements for this role.

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