Team Leader, Service Desk
3 days ago
To be successful in this role, you will hold the following demonstrated attributes and experience:
• Demonstrated experience in applying ICT service management frameworks, including ITIL, with a proven track record of developing and enhancing teams and systems to best meet organisational targets.
• Highly developed interpersonal skills and stakeholder engagement capability with proven ability to collaborate effectively with internal teams, navigating challenging interactions with empathy and professionalism.
• Demonstrated experience monitoring team performance, developing reports, possessing excellent problem-solving ability and skill in managing competing priorities within a dynamic environment.
• Demonstrated experience leading ICT projects and initiatives from proposal through to delivery.
• Demonstrated experience with change management.
• Demonstrated experience managing incidents and service disruption.
Your contribution and accountabilities
• Manage the operations of the ICT Service Desk to ensure timely and effective resolution of incidents and service requests, monitoring performance against KPIs/metrics and ensuring a high standard of customer service and technical support.
• Develop and foster a culture of continuous improvement and knowledge management practices to enable self-service and find opportunities to reduce ticket volumes and improve user experience across the organisation.
• Provide a hands-on approach to lead, mentor and manage a small team of ICT service desk professionals, building a cohesive and effective team environment, identifying growth opportunities and managing performance and behaviours in line with the ECQ's values and policies.
• Provide the primary point of contact for service-related escalations and customer feedback, implementing effective triage processes, and promoting clear and professional communication to end users regarding issue status updates and outcomes.
• Assist to improve service management practices, including change, incident and problem management, ensuring consistency and compliance with ICT policies, cybersecurity protocols and data protection regulations.
• Identify and reduce recurring incidents through analysis and record management to support long-term remediation efforts.
• Collaborate with internal stakeholders to ensure seamless ICT service, support and knowledge transfer to better understand client/user needs, improve user education and to devise effective solutions to prevent service incident requirements.
• Ensuring the service desk team are trained and ready to respond to disruptions and contribute to the execution of business continuity and recovery procedures as required.
• Contribute to team cohesiveness, wellbeing and capability through participation in establishing a positive environment, respectful of the views of others across the Digital Technologies unit and broader ECQ workforce.
• Consistently display the ECQ's and Queensland Government's values, ensuring that these are upheld at all levels of the organisation.
• Champion the use of Jira and Agile within the organisation to monitor and manage team operations.
• Operational management of support contracts with third-party suppliers and service providers.
• Facilitate and contribute to Change Advisory Board (CAB) meetings, ensuring effective change management processes are followed across teams, and all changes are assessed for risk and impact.
Applications to remain current for 12 months.
Job Ad Reference: QLD/662927/25
Closing Date:Wednesday, 14th Ocotber 2025
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