IT Support Manager — Hybrid & Service Desk Lead

Development Victoria; Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Study support

Novated leasing

Paid parental leave

Health & Wellbeing initiatives (EAP)

Job summary

Development Victoria, the Victorian Government’s development arm, seeks an hands-on IT service leader to shape how IT support is delivered. Reporting to the Senior Manager, IT Operations, you’ll lead a hands-on team across the service desk, business systems and application support, guiding incidents, requests, problems and changes with a customer-focused approach.

You’ll coordinate onboarding/offboarding, help resolve complex issues, maintain documentation and develop your team through coaching

Qualifications

• Experience coordinating service desk, application and business systems support.
• Practical understanding of IT service management including incident, request, problem and change.
• ITIL certification and ITSM platform experience highly regarded.
• Ability to explain technical information clearly to users and stakeholders.

Responsibilities

• Coordinate day-to-day IT service management activities across incident, request, problem and change processes.
• Monitor service queues, ticket quality, priorities and escalations to ensure timely resolution.
• Troubleshoot application issues with vendors and internal IT teams; manage escalations.
• Maintain support documentation, known issue records and user guidance; identify improvements.
• Provide hands-on support for complex or escalated issues with clear communication.
• Coordinate onboarding, offboarding, hardware allocation and access setup per security requirements.
• Lead, coach and support a team with clear priorities and accountabilities.
• Develop team capability through coaching, knowledge sharing and continuous improvement.

Skills

ITIL familiarity

Leadership

IT service management

Job description

Development Victoria, the Victorian Government’s development arm, seeks an hands-on IT service leader to shape how IT support is delivered. Reporting to the Senior Manager, IT Operations, you’ll lead a hands-on team across the service desk, business systems and application support, guiding incidents, requests, problems and changes with a customer-focused approach.

You’ll coordinate onboarding/offboarding, help resolve complex issues, maintain documentation and develop your team through coaching