Service Desk Manager

1 day ago


Brisbane, Queensland, Australia Sharp & Carter Technology, Projects & Digital Brisbane Full time

About the Role We're partnering with a large Queensland Government department seeking an experienced Senior ICT Support Officer to lead the delivery of Tier 1 ICT support.

You'll act as the escalation point for complex technical issues, provide advanced troubleshooting, and mentor junior ICT officers while improving service delivery and consistency across a busy enterprise environment.

Key Responsibilities

  • Provide advanced front-line ICT support via phone, email, and ticketing systems.
  • Lead and coordinate Tier 1 support to ensure timely resolution of incidents and requests.
  • Troubleshoot across desktop, mobile, Microsoft 365, and enterprise environments.
  • Act as the escalation point for complex technical issues.
  • Support and maintain ICT hardware, software, and network components.
  • Mentor ICT officers and contribute to process improvement and knowledge sharing.
  • Collaborate with Tier 2/3 teams and vendors to resolve issues.
  • Ensure compliance with ICT policies, security, and recordkeeping standards.

About You

  • Proven experience leading a helpdesk or ICT support team within a complex organisation.
  • Strong hands-on technical support skills across end-user computing, Microsoft 365, and networking.
  • Excellent troubleshooting, communication, and stakeholder engagement abilities.
  • Strong organisational and time management skills with the ability to prioritise effectively.
  • Relevant IT qualifications or equivalent experience (Microsoft, Cisco, or VMware certifications desirable).
  • Australian working rights and ability to complete standard background checks.

If you'd like to be considered please apply online attaching your CV in Word format


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