Service Desk Team Leader

Service Desk Team Leader. Full time, ongoing position. Applications close on 11:59pm Tuesday 9 June 2026.

About the role

Reporting to the Digital Operations & Technology Manager, you will manage a high-performing team of service desk administrators. You will provide the leadership and mentorship needed to grow your team, act as a key technical escalation point, and passionately champion innovation-embracing automation, AI, and self-service capabilities to modernise our support processes.

Key Responsibilities

• Team Leadership: Manage daily workloads, staff rostering (on-site and remote), and priorities for the Service Desk team while maintaining a high-volume, high-quality customer service culture.
• Incident Management: Triage incidents and service requests using our ITSM tool, ensuring timely and professional handling of all IT enquiries.
• Technical Escalation & Support: Act as the escalation point for complex incidents, utilizing your strong technical background to support Windows, Active Directory/Entra/Intune, Office 365, iOS devices, and hardware fleets.
• Innovation & Modernisation: Identify opportunities to improve processes, knowledgebase management, and self-service tools leveraging automation and AI.
• Capability Building: Coach team members and non-IT "technology champions," develop robust documentation, and analyze incident trends to identify recurring issues and training opportunities.

About You

To be successful in this role, you will bring:

• Proven Leadership: Experience leading and managing a small-to-medium IT service desk team within a government or commercial environment.
• Mentorship & Communication: Strong capability in coaching junior team members, transferring knowledge, and communicating professionally with senior stakeholders and diverse staff.
• Robust Technical Expertise: Strong administration knowledge of Microsoft Entra AD, Intune device management/deployment, Exchange, MS Teams, Autopilot, Windows, Office 365, and iOS environments.
• Project Experience: Demonstrated experience owning and executing complex service desk projects, such as device platform migrations and OS upgrades.

The Office of Public Prosecutions (OPP) is an independent statutory authority responsible for conducting serious criminal prosecutions across Victoria on behalf of the Director of Public Prosecutions (DPP). Our team, consisting of over 475 skilled professionals, supports the work of the DPP, the Chief Crown Prosecutor, and Crown Prosecutors. We strive to be a criminal justice system leader and a dynamic organisation, continually adapting to deliver effective outcomes for our people and the community.

At the heart of the criminal justice system are people - practitioners and the community we serve. Our vision is to lead in legal excellence, fostering an innovative, supportive environment with a commitment to innovation, collaboration, and professional excellence.

Applications must contain a resume and cover letter.

You will be required to complete the online Key Selection Criteria questions located on the last page of the online application form. A separate document responding to the key selection criteria is not required.

Applications close on 11.59pm Tuesday 9 June 2026.

In accordance with the VPS recruitment process all candidates are required to complete a pre-employment misconduct screening declaration. Further information is available on the VPSC website

The OPP is committed to building a diverse workforce and an inclusive culture. People from all cultural backgrounds are strongly encouraged to apply, particularly applicants of Aboriginal and Torres Strait Islander heritage, or those who may experience disability related barriers in securing employment.