ICT Service Desk Team Leader

City of Parramatta; Parramatta; Hybrid; AUD 106,000 - 129,000; Full time

Benefits offered by this job

Hybrid working

Flex time

Parental leave

Health insurance discounts

LinkedIn Learning

Learning & development

Job summary

The City of Parramatta is seeking an ICT Service Desk Team Leader to guide the ICT Service Desk, balancing customer focus with operational excellence in a growing city.

You will lead a team, drive service levels, KPIs, and ITIL-aligned processes, manage budgets, and partner with ICT leaders on initiatives and end-user projects.

This permanent full-time role offers a competitive salary from AU$117,540.29 plus 12% superannuation, hybrid work, and learning opportunities.

Qualifications

• 3+ years as a Service Desk Engineer or similar.
• 2+ years leading a Service Desk team or similar.
• Experience delivering customer-focused ICT services.
• Proven team mentoring and staff development.
• Experience with ITIL, Agile Project Management, PRINCE2, Lean Six Sigma, Design Thinking

Responsibilities

• Lead and coach ICT Service Desk to deliver high-quality, customer-focused services.
• Build collaborative relationships across ICT and Council to meet KPIs and SLAs.
• Partner with ICT leaders to deliver initiatives and end-user projects.
• Foster cyber awareness and ensure ITIL/change management compliance.
• Oversee budgets, manage risk, drive continuous improvement.

Skills

Service Desk leadership

Team mentoring

Customer-focused service

People management

Education

Tertiary IT/Business degree

ITIL accredited

PM/BI certs

Tools

ITIL

PRINCE2

Lean Six Sigma

Design Thinking

Job description

Job Description

At a Glance

Work type: 35 hrs per week

Salary: From $117,540.29 + 12% superannuation

Employment Type: Full Time, Permanent

Closing date: 9pm, Sunday 18 October 2026

The City of Parramatta is in the midst of significant growth and transformation. With a community that brings together many cultures, skills and stories, a changing skyline and new investments, this is an exciting time to be part of the journey. Parramatta 2050 gives us a clear picture of where we’re heading; a connected, creative and sustainable City with opportunities for everyone. Every role at City of Parramatta contributes to this next chapter, helping us build a strong, thriving Parramatta for the people who live, work and spend time here.

About The Role

The ICT Service Desk Team Leader is responsible for leading support of ICT Service Desk to the organisation.

In this role you will:

• Provide strong leadership, coaching, and development to deliver high-quality, customer-focused ICT services and achieve organisational objectives.
• Build collaborative relationships across ICT and Council, ensuring service levels, KPIs, and customer experience expectations are consistently met or exceeded.
• Partner with ICT leaders to deliver ICT initiatives, end-user computing projects, and ensure smooth implementation of upcoming technology changes.
• Foster a culture of cyber awareness, evaluate emerging technologies, implement best practice frameworks, and ensure compliance with ITIL, change management, and legislative requirements.
• Oversee budgets, establish performance metrics, identify and mitigate risks, and drive continuous improvement to enhance organisational efficiency and effectiveness.

What’s On Offer

We are offering a permanent full-time opportunity, with a competitive remuneration package from $117,540.29 plus 12% superannuation.

Your employee experience with City of Parramatta includes:

• Flexibility: Hybrid working conditions, flexi-time scheme, additional leave over the Christmas period
• Leave: 14 weeks paid parental leave, 15 days personal leave, Long service leave after 5 years
• Wellbeing: Employee led networks (ERGs), Fitness passport, Flu vaccinations, Employee Assistance Program (EAP), Ongoing wellbeing initiatives, Health insurance discounts.
• Location & Convenience: Central Parramatta location, discounted parking, Novated leasing available
• Growth: Learning and development programs, leadership pathways, free LinkedIn Learning

About You

The successful candidate is someone who brings:

• At least 3+ years as a Service Desk Engineer (or similar).
• 2+ years as Leading a Service Desk team (or similar)
• Extensive experience delivering customer-focussed services and solutions.
• Proven Team Management and mentoring of staff
• Proven ability to lead collaboration and problem-solving
• Demonstrated customer-focussed service delivery mindset and capability
• Demonstrated experience with relevant technology and business improvement frameworks e.g., ITIL, Agile Project Management, PRINCE2, Lean Six Sigma, Design Thinking

To be considered for this role, you must meet the essential requirements in the Position Description, including:

Qualifications/Licences:

• Tertiary qualifications in Information Technology, Business Management (or currently working towards), or a related discipline, or equivalent demonstrated experience.
• ITIL Framework accredited.
• Formal certification in an accredited project management and/or business improvement methodology.

Want to know more?

Review our Values Flyer to learn more about the behaviours that guide how we work.

Further details about this role can be found in the Position Description.

For a confidential discussion, please contact the Recruitment Team via [e-mail].

Pre-employment compliance checks

• Criminal history check: A criminal history does not necessarily disqualify a prospective candidate from selection.

The City of Parramatta supports a drug and alcohol‑free working environment. Employees may be subject to random testing.

How we work: Inclusion & Belonging

At the City of Parramatta, inclusion and belonging are central to how we work. We’re building a workforce that reflects our diverse community and value different perspectives and lived experiences. We welcome applications from Aboriginal and Torres Strait Islander peoples, people living with disability, people of all ages, women, culturally and linguistically diverse communities, LGBTQIA+ people, ADF veterans, and others who bring unique perspectives.

We are committed to a fair, inclusive, and accessible recruitment process and support reasonable adjustments throughout recruitment and employment – contact [e-mail] for a confidential discussion.

Eligibility:

Please note you must be an Australian or New Zealand citizen or a permanent resident in Australia to apply for this position. Applicants holding valid visas may be considered for Casual or Term contracts subject to their visa work conditions.