Incident and Reactive Support Lead

University of Southern Queensland; Queensland; Hybrid; AUD 112,845 - 129,580; Full time

Benefits offered by this job

Inclusive work environment

Opportunities for professional development

Competitive salary and benefits

Job summary

A leading regional university in Australia is seeking an Incident and Reactive Support Lead to own IT incident management processes across its campuses. The suitable candidate will demonstrate a strong technical background, IT service management expertise, and excellent communication skills. This role involves leading the response to IT issues, coordinating closely with stakeholders to ensure minimal disruption. A degree in computing or a related field is essential, along with experience in a large IT environment. The position offers full-time employment with a competitive salary range.

Qualifications

• Strong background in IT with experience supporting hardware and software.
• Ability to manage IT incidents in a large organisation.
• Experience in effective communication with stakeholders.

Responsibilities

• Take ownership of ITDS incident response processes.
• Lead the triage, escalation, and lifecycle management of ITDS incidents.
• Coordinate communication during major and critical incidents.

Skills

IT Service Management practices

Communication skills

Proactive IT support

Education

Degree in computing or related discipline

Tools

ITSM/Service Desk applications

Job description

At UniSQ, Australia’s leading regional University, we’re committed to innovation, excellence and providing an exceptional experience for our students and staff. Our Information Technology and Digital Services (ITDS) team plays a vital role in delivering high-quality, proactive services to ensure a seamless IT experience across all UniSQ campuses.

Who you are

You’re a proactive, solution focused IT professional with a strong technical background and a passion for delivering reliable, high quality service. With a degree in computing or a related discipline, you bring experience supporting hardware, software, and enterprise systems across Windows, Mac, and Linux environments. You thrive where no two days are the same, using your analytical skills and calm, methodical approach to lead and manage ITDS incidents in a large, complex organisation. You communicate clearly, maintain confidentiality, and work effectively both independently and within a team. You’re client-focused, adaptable, and committed to keeping technology running smoothly for the people who rely on it.

What you’ll do

As the Incident and Reactive Support Lead, you will take ownership of the UniSQ’s ITDS incident response process, ensuring that when issues arise they are managed quickly and with minimal disruption. You will act as the primary contact and escalation point for major and critical incidents, coordinating communication and working closely with ITDS teams and stakeholders to restore services and improve response processes.

• Lead the triage, escalation and lifecycle management of ITDS incidents and service requests, ensuring they follow the correct pathways for timely resolution.
• Maintain clear communication with staff, students and ITDS stakeholders during incidents, including major and critical events.
• Support the development and ongoing maintenance of incident response procedures, prioritisation frameworks and early-detection processes.
• Keep accurate records of incidents, contributing to post-incident reviews and recommending improvements to prevent recurrence.
• Work closely with the Service Delivery Manager and other ITDS unit managers to ensure visibility, ownership and coordination of the reactive support response.
• Contribute to continuous improvement by reviewing workflows, updating documentation and supporting knowledge transfer across teams.
• Assist with supervision and guidance of Client Support staff as required.
• Provide troubleshooting advice and support under the direction of specialist teams.

What will help you succeed

• Strong knowledge of IT Service Management practices and processes, including ITIL.
• Previous experience working in a large IT environment within higher education or a similar organisation.
• Experience working with IT systems and software, including ITSM/Service Desk applications.
• An understanding of the centrality of clients in a service industry and an ability to meet and exceed individual client needs.
• Excellent communication skills to effectively liaise with internal and external stakeholders and provide independent advice and resolution.

For further information about this role, please contact Dr Jasmine Thomas, Associate Director (IT Business and Service Assurance) via 07 4631 2315 or [e-mail].

Building on its strengths as Australia’s leading regional University, UniSQ’s vision is to be renowned for innovation and excellence in education, student experience, research and engagement. Guided by our core values of respect, integrity and excellence, the University’s Strategic Plan 2021-2025 outlines our commitment to creating and sharing knowledge, transforming lives and solving the problems that matter to our world.

The University offers a range of different ways of working and connecting across our physical and virtual spaces to meet the needs of our students, partners and community. We value diversity and strive to foster an inclusive environment that is underpinned by our values and champions, embraces and respects differences.

We support and encourage applications from all diversity groups. With an increasingly diverse workforce, we understand that careers may be placed on hold or limited throughout many life circumstances.

Find out more about UniSQ at www.unisq.edu.au.

To be considered for this position, you will need to have the right to work in Australia.

Reference Number: 0171_11/25

Location: Toowoomba, Springfield, or Ipswich Campus

Term: Full-time continuing appointment (36 hours/week)

Salary: Total remuneration range $133,806.39 to $153,649.63 pa (includes salary range of $112,845.36 to $129,580.12 pa, employer super contributions of 17% and annual leave loading)

Closes: Tuesday 6th January 2026 at 09.00am (AEST)

At UniSQ we are united by our core values of Respect, Integrity and Excellence, which guide our daily actions and decision-making. UniSQ is a child safe organisation.

If you know that this role is right for you, please submit your current resume together with a two-page (maximum) statement, outlining your skills and experience relative to ‘Who we’re looking for’ in the position description.

For more information on our selection process please refer to your recruitment journey available on our website.

Seniority level: Not Applicable

>Employment type: Full-time

Job function: Information Technology

Industries: Higher Education