Queensland State Government 6 month temporary contract $84.49 per hour + super Brisbane CBD Start Date: 18th Nov Must have at least 4 years experience of managing a busy service desk About the role This role will play a critical part in managing the day-to-day operations of the IT Service Desk, ensuring the efficient and effective delivery of IT support services across the public sector.As the Service Desk Manager, you will be responsible for leading a dedicated team of IT professionals, ensuring service excellence, and maintaining high standards of customer service in a fast-paced government environment.
This is an excellent opportunity for an experienced IT Service Desk professional to showcase leadership skills while supporting the essential functions of government operations.
Leadership & Supervision : Manage and supervise a team of service desk analysts, providing guidance, training, and performance management.
Service Delivery : Ensure timely and effective resolution of IT service requests, incidents, and service disruptions to maintain service levels and operational efficiency.
Process Improvement : Oversee the development and implementation of service desk procedures and workflows to improve efficiency and user satisfaction.
Incident Management : Monitor and track incidents, ensuring they are logged, escalated, and resolved according to established SLAs (Service Level Agreements).
Stakeholder Communication : Act as a key point of contact between IT and end-users, ensuring clear communication regarding service issues, updates, and resolutions.
Reporting & Analytics : Prepare regular performance reports, track KPIs, and provide actionable insights to senior management for continuous improvement.
Problem Resolution : Identify recurring issues and collaborate with technical teams to develop long-term solutions.
Technology Management : Assist in managing the tools and systems used by the service desk team, including ticketing systems, knowledge bases, and remote troubleshooting platforms.
Essential requirements Proven experience in a Service Desk or IT support role, with a strong background in team management or supervision .
Experience working in a government or public sector environment is highly desirable.
In-depth understanding of ITIL framework and service desk best practices.
Strong communication skills with the ability to explain technical concepts to non-technical stakeholders.
Experience with ticketing systems (e.g., ServiceNow, Remedy) and remote support tools.
Excellent problem-solving skills, with the ability to make decisions under pressure.
Experience in managing a service desk team within a large organization, preferably in the public sector.
Qualifications A degree or equivalent qualification in Information Technology , Computer Science , or a related field is preferred.
ITIL certification (e.g., ITIL Foundation) or similar industry certifications would be an advantage.
If you are interested in this role, please apply via the link.
Due to the number of applicants, shortlisted candidate will be contacted directly.