ICT Service Desk Lead: Drive IT Excellence

Impact Community Services

Queensland

On-site

AUD 100,000 - 140,000

Full time

8 days ago

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Benefits offered by this job

RDO

Salary packaging

Birthday leave

Volunteer hours

Advancement opportunities

Leadership programs

Leaders Lab

EAP support

Gym membership

WWC clearance reimbursement

Job summary

IMPACT Community Services Limited is seeking an ICT Technical Support Team Lead to drive service excellence across our ICT environment. You will lead a high-performing Service Desk team and ensure our systems, infrastructure, and services operate efficiently across multiple locations.

On a day-to-day basis you will oversee operations, act as the primary escalation point, provide technical leadership, support security requirements, and drive continuous improvements in processes and knowledge

Qualifications

Significant experience in a Service Desk environment.
Proven leadership with a track record of team supervision.
Strong people management, coaching and communication skills.
Solid understanding of ITSM frameworks and ticketing tools.
Expertise in Microsoft 365, Azure/Entra ID, Windows environments.

Responsibilities

Lead and supervise the Service Desk team to achieve operational excellence.
Oversee day-to-day service desk operations and meet service levels.
Act as escalation point for complex incidents and requests.
Provide technical leadership across Microsoft 365, Azure/Entra ID and networking.
Support ICT security requirements as ITSO and drive security practices.
Plan workload and allocate resources for efficient service delivery.
Drive process improvements, automation and knowledge management.
Build strong relationships with customers, vendors and internal teams.