IT Service Delivery (Team Lead)

Job Description

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)

Are you interested in this position?

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