Service Desk Lead & IT Support Coordinator

Queensland Government; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Queensland Parliament's ICT Operations and Cybersecurity team is seeking a Service Desk Coordinator to lead the day-to-day operations of the Service Desk, delivering responsive ICT support across the parliamentary precinct and mentoring a dedicated team.

You will manage L1/L2 support, triage requests, and ensure incidents are resolved within SLAs, while driving continuous improvement of knowledge resources and client experiences.

Qualifications

• Experience coordinating or supervising an ICT service delivery team in a busy, customer-focused environment.
• Strong technical capability in desktop, mobile and application support.
• Experience with ITIL processes, including Incident Management, Request Fulfilment and Knowledge Management.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Coordinate daily Service Desk operations and ICT support across end-user computing.
• Provide L1 and L2 technical support with focus on client service.
• Manage and triage incoming requests and incidents to meet service levels.
• Escalate complex incidents and coordinate resolution activities.
• Monitor workloads and rosters; ensure coverage during core hours and on-call periods.
• Develop and maintain service documentation and knowledge resources.
• Analyse service metrics and drive continuous improvement.
• Coach and develop Service Desk staff for career growth.

Skills

Team leadership

Customer service

Incident management

Stakeholder communication

Education

ITIL v4 Foundation

ICT qualification or equivalent experience

Tools

ServiceNow

Microsoft technologies

Desktop support tools

Job description

Queensland Parliament's ICT Operations and Cybersecurity team is seeking a Service Desk Coordinator to lead the day-to-day operations of the Service Desk, delivering responsive ICT support across the parliamentary precinct and mentoring a dedicated team.

You will manage L1/L2 support, triage requests, and ensure incidents are resolved within SLAs, while driving continuous improvement of knowledge resources and client experiences.