Service Desk Team Lead

12 hours ago

Sydney, New South Wales, Australia 3916b6eb-27cb-486b-9f5b-366148dd3795 Full time $120,000 - $180,000 per year

Our client, a large Australian Government Body is seeking a talented Service Desk Team Lead to manage and uplift the day-to-day performance, capability, and customer experience of Organisation's IT Service Desk.

This is a permanent full time role, offering a hybrid work set up based Sydney CBD.

In addition to operational leadership, the Service Desk Team Lead plays a pivotal role in the implementation, configuration, and ongoing enhancement of their IT Service Management (ITSM) platform, ensuring ITIL-aligned processes are embedded, automated, and continuously optimised.

Working closely with the Technology functional leads and the ITSM Automation Specialist, this role contributes to a modern, proactive service environment focused on reliability, responsiveness, and continual improvement aligned to ITIL and Essential Eight principles.

KEY ACCOUNTABILITIES

  • Service Operations Leadership.
  • ITSM Platform Implementation & Configuration
  • Team Leadership & Development
  • Incident, Problem & Request Management
  • Service Quality & Continuous Improvement
  • Service Automation & Process Optimisation
  • Governance, Compliance & Security
  • Stakeholder Engagement & Communication

SKILLS & QUALIFICATIONS

Essential

  • 5+ years' experience in IT support roles, including at least 2 years in a supervisory or team lead capacity.
  • Comprehensive understanding of ITIL 4 principles and service operations practices.
  • Practical experience implementing or configuring ITSM platforms (e.g., HaloITSM, ServiceNow, ManageEngine).
  • Experience managing support for Microsoft 365, Entra ID, and endpoint management (Intune).
  • Strong documentation and reporting skills using ITSM and analytics tools.
  • Commitment to continuous improvement and user experience excellence.

Desirable

  • ITIL 4 Foundation certification (or higher).
  • Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
  • Experience implementing self-service portals, chatbots, or automated workflows.
  • Exposure to government or regulated environments with service and compliance obligations.
  • Experience with AIOps-enabled service monitoring tools.

Please apply for full job description and a confidential chat :)

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