IT Service Delivery Team Lead

This role is responsible for delivering exceptional customer-focused IT services, driving continuous improvement, and enhancing service delivery outcomes across the organisation.

This is a key leadership opportunity for a subject-matter expert who thrives in a fast-paced environment and is passionate about improving user experience, service performance, and team capability.

Key Responsibilities

• Lead and manage the IT Service Desk to deliver a high-quality, customer-centric support experience
• Define, implement, and manage Service Level Agreements (SLAs) and escalation processes
• Analyse performance metrics, KPIs, and trends to drive continuous improvement
• Develop and maintain IT documentation including policies, procedures, and user guides
• Provide expert advice, recommendations, and solutions to stakeholders across Council
• Lead service improvement initiatives, projects, and system enhancements
• Ensure effective incident and knowledge management practices are in place
• Support deployment and maintenance of end-user technologies, business applications, and AV solutions
• Engage with internal teams and vendors to support IT strategy and operations
• Mentor, develop, and manage Service Desk staff to build capability and performance
• Implement risk management and ensure compliance with ICT policies and frameworks

About You

Essential

• 7+ years’ experience in IT service delivery / service desk leadership roles
• Tertiary qualifications in IT or related field (or equivalent experience)
• Certifications in ITIL, ITSM, or Microsoft technologies
• Proven experience managing SLAs and delivering strong customer outcomes
• Strong background in incident and knowledge management systems
• Experience mentoring and developing high-performing teams
• Excellent communication, stakeholder management, and problem-solving skills

Desirable

• Experience in project management and/or business analysis
• Knowledge of local government systems (e.g., Pathway, TechnologyOne)

If this sounds like you then apply today!

If you’re interested or know someone who might be — feel free to send an updated resume to ***email_hidden***.

If all aligns, you will be reached out.

We believe in working for a place that works for you. We have many flexible working options within our team so talk to us about which arrangements would work best for you.