Service Desk Team Leader

7 days ago

Glenorchy, Australia Glenorchy City Council Full time

**Join a progressive Council just 15mins from the Hobart CBD.**

Council is looking for an experienced **Service Desk Team Leader**with sound people management skills who is able to manage a small, but diverse team. The ability to build and grow skills and capability within the team will also be highly valued. Demonstrated experience in developing and implementing an ICT service catalogue will also be appreciated.

In this key leadership role, you will be responsible for the day-to-day operations of the ICT Service Desk, mentoring and developing a small but diverse team, and ensuring exceptional service delivery. You’ll play a critical role in monitoring service levels, driving performance, and championing continuous improvement in our ICT support processes and customer experience.

**What’s in it for you?**
- Glenorchy City Council is an Employer of Choice
- diverse and engaging planning work
- 9-day fortnight (RDO) and flexible working arrangements
- 15% Superannuation
- a motivated team that supports each other, values innovation and has a bit of fun along the way
- ongoing training and career development
- the chance to meaningfully contribute to community projects
- access to a range of employee wellbeing initiatives including EAP
- only 15 minutes from the CBD - but with free parking

**About the role**:
This newly created position will give you the opportunity to:

- Lead and coordinate the ICT Service Desk team to meet service expectations.
- Manage incidents, service requests, and daily operations effectively.
- Mentor, coach, and support team members to build skills and capability.
- Monitor service delivery performance and drive ongoing improvement.
- Collaborate with other ICT teams to ensure alignment across services.
- Develop and implement an ICT service catalogue to support service clarity and delivery.

**What you’ll bring to the role**:

- Certificate IV or higher in Information Technology, or equivalent demonstrated experience in a Service Desk environment (minimum 5 years in ICT support, with at least 1-2 years in a leadership or senior role).
- Proven people management skills and the ability to lead a diverse team.
- A focus on customer service excellence and continuous improvement.
- Strong communication and interpersonal skills.
- Experience in building team capability through coaching and development.
- Demonstrated ability to develop and implement an ICT service catalogue.

**Position details**:

- full-time (76 hours fortnight).
- 9-day fortnight because life happens outside of work too.
- flexible work arrangements
- located just 15 minutes from the Hobart CBD

**Our commitment to community**:
Council is committed to building a diverse and inclusive workforce that reflects the community we serve. We are also committed to the safety and wellbeing of children and young people and have zero tolerance to child abuse and harm. Our Safeguarding Children and Young People Policy, outlines our commitment - view it here.

**How to apply**:

- a cover letter addressing the key selection criteria in the Position Description
- a current resume

Pre-employment checks including a national Police check, health assessment and reference checks will be requested and organised by Council prior to finalising employment.

**Applications close at 8pm on Sunday, 17 Aug 2025**

Up for a chat about this opportunity, contact Margaret Thompson**,**Acting Manager ICT on (03) 6216 6800.

If you’re passionate about leading people, improving ICT services, and making a real impact in your organisation, we’d love to hear from you.

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