Service Desk Problem Manager

Anglicare Southern Queensland; City of Brisbane; On-site; AUD 110,000 - 140,000; Full time

Job summary

Anglicare Southern Queensland is seeking a Service Desk Problem Manager to join our Technology and Digital team in Fortitude Valley. This hands‑on, analytical role drives end‑to‑end problem management and coordinates major incident handling to ensure permanent resolutions and continuous improvement.

The successful candidate will lead root‑cause analyses, maintain the KEDB, and collaborate with change enablement to push fixes through the pipeline while communicating with leadership and

Qualifications

• Tertiary qualification in Information Technology or related discipline with ITIL 4 Foundation certification.
• Experience in IT Service Management roles, including Problem Management or Major Incident Management.
• Proven track record in leading post‑incident reviews and reporting on major incidents and problem performance.
• Hands‑on experience operating an enterprise ITSM platform.
• Strong stakeholder engagement and cross‑functional collaboration.

Responsibilities

• Operate the Problem Management practice end‑to‑end across problem identification, control and error control.
• Proactively identify recurring problems through trend analysis of incident data and reviews.
• Lead structured root cause analysis with cross‑functional technical teams.
• Maintain the Known Error Database (KEDB) and document workarounds.
• Coordinate with change teams to progress permanent fixes through the change pipeline.
• Produce reporting on problem management performance and service improvements.
• Act as Major Incident Manager for Priority 1 and 2 incidents.
• Lead stakeholder communications during major incidents with clear updates.
• Lead post‑incident reviews and translate lessons learned into improvements.
• Promote a collaborative, evidence‑based culture focused on continual improvement.

Job description

Anglicare Southern Queensland – Fortitude Valley QLD

Anglicare Southern Queensland are seeking a Service Desk Problem Manager to join our Technology and Digital (T&D) team based in Fortitude Valley.

The Service Desk Problem Manager will establish and manage the end-to-end execution of the ITIL Problem Management practice and coordinate major incident management relating to service disruption across the Anglicare T&D environment. This role drives root cause analysis, workaround management and proactive problem management to support permanent resolution, working closely with technical teams, change managers and service owners.

The role is hands‑on, analytical, and influence based. The Service Desk Problem Manager does not own the technical fix however, is accountable for ensuring the right people are working on the right cause at the right time, and that the organisation learns from every disruption. Reporting to the Service Desk Manager, the role plays a key part in ensuring service disruptions are effectively managed and translated into measurable service improvements.

How you will help make a difference

• Operate the Problem Management practice end-to-end across problem identification, problem control and error control activities.
• Proactively identify recurring problems through trend analysis of incident data, monitoring alerts, supplier reports and post‑incident reviews.
• Lead structured root cause analysis using recognised techniques and facilitate problem resolution with cross‑functional technical teams.
• Maintain the Known Error Database (KEDB), ensuring workarounds are documented, accessible and regularly reviewed.
• Coordinate with change enablement teams to ensure permanent fixes progress through the change pipeline with appropriate risk assessment.
• Produce reporting on problem management performance, recurring incident trends and service improvement opportunities for key stakeholders.
• Act as Major Incident Manager for Priority 1 and Priority 2 incidents affecting Anglicare services and technology platforms.
• Lead stakeholder communications during major incidents, providing clear and timely updates to leadership, business stakeholders and affected users.
• Lead post‑incident reviews and ensure lessons learned are translated into continual improvement activities.
• Promote a collaborative, evidence‑based culture focused on continual improvement, knowledge sharing and service excellence.

What you will bring to the role

• Tertiary qualification in Information Technology, Computer Science,or a related discipline and an ITIL 4 Foundation certification.
• Experience in IT Service Management roles, including dedicated Problem Management, Major Incident Management or Service Improvement functions.
• Demonstrated experience leading post‑incident reviews and reporting on major incident and problem performance for key stakeholders.
• Hands‑on experience operating an enterprise ITSM platform.
• Evidence of facilitating structured root cause analysis with cross‑functional technical teams.
• Strong stakeholder engagement skills with the ability to collaborate effectively across multiple levels of the organisation.
• Excellent communication, influence and negotiation skills.
• Ability to work collaboratively and maintain composure in complex and high‑pressure situations.

Successful candidates will also need to be able to provide the below prior to offer

• Current National Police Check OR Current NDIS Worker Screening Clearance.
• Blue Card (Work with Children).
• Current Driver's Licence.

Anglicare is committed to building an inclusive and diverse workforce and encourages applications from Aboriginal and Torres Strait Islander people, those from cultural and linguistically diverse backgrounds, LGBTIQ+ communities, people with disabilities and people with a lived experience of mental ill health. We promote a child‑safe environment and are committed to providing on‑going care and protection.