Service Desk Team Lead | Lead, Coach & Improve IT Support

Emanate Technology; Canberra; On-site; AUD 90,000 - 130,000; Full time

Job summary

Emanate Technology in Canberra is seeking an experienced Service Desk Team Lead to guide a high-performing support team through uplift, stabilisation and service improvement. The role emphasizes coaching, structured leadership, and strong ITIL practice in a federal government context.

Responsibilities include queue management, incident coordination, and continuous improvement across processes and knowledge articles, with a Baseline Clearance and a 12 month contract in Canberra.

Qualifications

• Proven experience leading a Service Desk or IT Support team in a government or enterprise environment.
• Strong understanding of ITIL, incident/problem/change processes and service delivery best practice.
• Excellent communication, coaching and stakeholder engagement skills.
• Ability to manage competing priorities and maintain calm, structured leadership.
• Experience with enterprise technologies (M365, AD/Entra, Windows 10/11, remote support tools, ServiceNow or similar).

Responsibilities

• Leading and mentoring a team of Service Desk analysts to deliver high quality, customer focused ICT support
• Managing daily operations including queue management, escalations, workforce planning and SLA performance
• Driving continuous improvement across processes, documentation, knowledge articles and service quality
• Acting as an escalation point for complex incidents and coordinating with technical teams to ensure timely resolution
• Supporting change, problem and incident management activities in line with ITIL practices
• Ensuring compliance with departmental policies, security requirements and governance frameworks
• Building strong relationships with stakeholders across ICT, business areas and external vendors

Skills

Leadership

ITIL knowledge

Stakeholder engagement

Structured leadership

Tools

ServiceNow

AD/Entra

M365

Windows 10/11

Job description

Emanate Technology in Canberra is seeking an experienced Service Desk Team Lead to guide a high-performing support team through uplift, stabilisation and service improvement. The role emphasizes coaching, structured leadership, and strong ITIL practice in a federal government context.

Responsibilities include queue management, incident coordination, and continuous improvement across processes and knowledge articles, with a Baseline Clearance and a 12 month contract in Canberra.