Service Desk Lead

ENABLING A SMARTER FUTURE

At xAmplify, we're not just another technology company—we are shaping Australia's future by driving intelligent automation and human-centred technology services to deliver real impact.

As Australia's leading Integrator of Artificial Intelligence and Automation services, we specialise in smart people, smart processes, and smart technology to enable businesses on their digital transformation journey. Our mission is bold: to lead Australia's digital evolution by accelerating the safe and secure adoption of AI and Automation.

We don't pretend to do everything. Instead, we partner with the world's largest and most innovative technology companies, aggregating cutting-edge solutions to transform businesses, industries, and government services.

We are enablers. What's ours is yours, so check us out online at

OUR ROLE

xAmplify is kicking off an exciting new engagement with a key new client so we are on the hunt for a dynamic and innovative IT Service Desk Lead to supplement our existing team and capacity. Upon commencement you'll jump into our on-site client team to oversee the daily management and operations of our IT Service Desk and Desktop Support Team. You will lead this small team of service desk professionals, ensuring high-quality support, and implementing an innovative best practice client focused outcome, whilst utilising Agile approaches to automation, self-service and the enhancement of IT service delivery.

• If your an IT Service Desk pro who loves streamlining, automating service desk practices and workflows and leading a team then we're keen to hear from you

• On a day to day basis you will:

o Manager our Service Desk team and queues to ensure service levels are achieved for incidents, requests and problems

o Review and manage incident and request volumes to ensure appropriate work is being managed by the Service Desk team

o Connect with our client via face-to-face kiosk, email and phone channels

o Act as a single point of contact for client escalations, requests for preferred service, questions and VIP assistance

o Deliver a continual service improvement program that is driven through proactive service ideas around workflow automations, self-service capabilities

o Complete regular compliance report actions that covers risks, issues, proactively identified opportunities and ideas for improvements

o Manage the day to day needs and rostering of the Service Desk team

o Identify opportunities to enhance, automate and simplify IT support processes to continually improve the client experience and the skills of the support team

LOCATION & HOURS

This role operates 100% on client site which is located in Canberra, ACT, therefore we are seeking candidates based in this location only. You will also need to have the flexibility to provide support coverage outside of normal business hours if required as this role will be part of an on-call roster.

KEY ELIGIBILITY

• As you will be working to a Federal Government client, we are seeking Australian Citizens who have an active NV1 or higher security clearance.

YOUR SKILLS & EXPERIENCE

At xAmplify, we look for individuals who thrive in dynamic, fast-paced environments and bring a passion for technology, problem-solving, and collaboration.

We value:

• 2+ years experience in a Service Desk Lead role, in a dynamic, fast-paced environment

• Previous experience in Federal Government environment will be highly valued

• Demonstrated technical knowledge of IT systems, networks, and applications

• Experience in driving continual services improvement outcomes

• A team centric, leadership approach

• Strong communication skills – including written, verbal and presentation

• A high level of organisation, time management with the ability to adapt and respond promptly to changing and competing priorities at short notice

• Strong problem-solving capabilities, with the ability to think laterally and propose solutions

• Excellent client relationship building and management skills, with the ability to deal with various stakeholders and translate their needs into a complete solution

• Self-starting, with the ability to drive your own actions, whilst also working as part of a team

Work with Us?

In 2025, xAmplify was proudly recognised as a Great Place to Work, reflecting our dedication to fostering an exceptional workplace for our team. Getting AMP'D is our promise to you When you join us, you'll find a workplace designed to:

• Let you play to your strengths and grow professionally.

• Provide you with flexible working options, including hybrid arrangements, because we recognise the importance of putting you and your family first

• Support your wellbeing through our health and wellness program and a 24/7 Employee Assistance Program.

• Support your growing family via a paid parental leave program

• Provide access to exclusive benefits, retail discounts, and rewards through our partnership with Employment Hero.

A Commitment to Diversity and Inclusion

Diversity fuels innovation. At xAmplify, we welcome applications from all backgrounds, identities, and abilities.

Ready to be part of Australia's digital evolution?

Apply now or reach out at ***********

The future isn't just coming—we're creating it.

xAmplify is an advocate for diversity and inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability or age.