An exciting opportunity is available for an experienced ICT Service Desk Team Leader to join a busy technical service workplace.

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Based in Adelaide CBD, this role will be responsible for leading and supporting a team of Service Desk Officers, with a strong focus on team performance, capability development, customer service and continuous improvement.

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The successful candidate will bring proven ICT Service Desk leadership experience, solid technical service desk knowledge and a genuine commitment to delivering high-quality customer service. You will play an important role in supporting the team to meet key performance measures, developing staff capability and contributing to the ongoing improvement of Service Desk processes and standards.

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This is a contract prospect commencing 26 October 2026 and concluding 25 June 2027.

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Key Responsibilities

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As the ICT Service Desk Team Leader, your responsibilities will include:

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- Managing Service Desk Officer performance against established KPIs and performance measures.

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- Providing leadership, guidance and support to Service Desk Officers to ensure a high standard of service delivery.

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- Identifying and supporting skills development opportunities for Service Desk team members.

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- Fostering a collaborative and supportive team environment that encourages cooperation, knowledge sharing and continuous learning.

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- Monitoring service delivery and identifying opportunities to improve team performance and customer outcomes.

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- Contributing to the ongoing development and optimisation of quality improvement standards and measurement strategies.

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- Supporting the development, review and implementation of Service Desk procedures and processes.

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- Assisting with the documentation of procedures to improve response times, installations, training and problem‐solving outcomes.

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- Investigating and resolving service issues through effective research, analysis and consultation.

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- Supporting the team to consistently deliver excellent customer service across a range of technical enquiries and support requirements.

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- Maintaining a strong focus on accuracy, service quality and adherence to established processes.

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- Prioritising competing tasks and ensuring deadlines and service requirements are consistently met.

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- Working collaboratively with internal stakeholders and technical teams to support effective service delivery.

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About You

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To be successful in this role, you will demonstrate:

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Leadership & Teamwork

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- Proven ability to lead and manage an ICT Service Desk team.

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- Ability to work effectively as both a leader and member of a broader team.

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- A leadership style that fosters cooperation, collaboration and positive working relationships.

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- Demonstrated ability to support, coach and develop team members to improve their skills and performance.

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- Ability to provide constructive guidance and feedback while maintaining a positive team environment.

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Problem Solving & Continuous Improvement

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- Demonstrated ability to solve problems through investigation, research and consultation.

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- Strong analytical and troubleshooting skills.

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- Ability to identify opportunities for process and service improvement.

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- Experience contributing to quality improvement initiatives, standards or performance measurement.

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- Ability to assess issues, determine appropriate solutions and communicate outcomes effectively.

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Communication & Documentation

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- Strong written and verbal communication skills.

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- Demonstrated ability to document procedures clearly and accurately.

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- Ability to develop and maintain documentation that supports effective responses, installations, training and problem solving.

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- Ability to communicate technical information clearly to a range of audiences.

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- Strong interpersonal skills and a customer‐focused approach.

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