Service Desk Team Lead
- Oversee the day-to-day operation of the Service Desk.
- Lead a team of support professionals and manage escalations.
- Drive knowledge management and process improvement initiatives.
6 + 6 Month Contract | Baseline Required | Canberra based
Your new company
This Federal Government department is seeking an experienced Digital Support Team Lead to join its Chief Information Officer Division. Working within a fast-paced digital environment, you'll play a key role in delivering reliable ICT support services while helping drive continuous improvement across the service desk function.
Your new role
As the Digital Support Team Lead, you will oversee the day-to-day operation of the Service Desk, ensuring high-quality support services are delivered across the organisation. You'll lead a team of support professionals, manage escalations, coordinate workloads and work closely with Desktop Support, Executive Support and resolver groups to maintain effective service delivery.
The role combines people leadership with hands-on technical oversight, requiring someone who is comfortable managing operational priorities while supporting the resolution of complex ICT issues.
Key responsibilities include:
- Leading and mentoring a frontline Service Desk team.
- Managing escalations, operational risks and competing priorities.
- Analysing service performance, workloads and SLA trends.
- Supporting complex incident and service request resolution.
- Driving knowledge management and process improvement initiatives.
- Working across Microsoft Azure, Intune and Azure Virtual Desktop environments.
- Building strong relationships with stakeholders and technical teams.
- Identifying opportunities for automation, self-service and service improvement.
What you'll need to succeed
To be considered, you'll bring a combination of leadership experience and strong technical service desk knowledge, including:
- Experience leading and developing ICT support or service desk teams.
- Strong customer service and stakeholder management skills.
- Experience managing incidents, escalations and operational performance.
- Microsoft Azure, Intune and Azure Virtual Desktop (AVD) experience.
- Exposure to end-user computing environments and troubleshooting.
- ITIL knowledge and experience working with ServiceNow or similar ITSM platforms.
- The ability to analyse service data and drive measurable improvements.
- A commitment to delivering high-quality customer outcomes.
What you'll get in return
- Initial 6-month contract with a further 6-month extension option.
- Opportunity to lead a critical ICT support function within Federal Government.
- Exposure to modern workplace technologies including Azure, Intune and AVD.
- A collaborative team environment focused on continuous improvement and customer outcomes.
- The chance to contribute to a large-scale digital services environment.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or email Lillee.Keane@hays.com.au.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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