Team Lead- Service Desk
Emanate TechnologyListed 1 Oct 2026
Service Desk Team Lead
Baseline Clearance
12 Month Contract
Federal Government
Canberra
We’re partnering with a major federal government department to bring on an experienced Service Desk Team Lead to guide a high performing support team through a period of uplift, stabilisation and service improvement. This role is perfect for someone who thrives in a fast paced environment, enjoys coaching and developing staff, and can bring structure, consistency and leadership to frontline ICT operations.
What you’ll be doing
If this sounds like you hit "APPLY NOW"
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
#SCR-lucy-blumer
Baseline Clearance
12 Month Contract
Federal Government
Canberra
We’re partnering with a major federal government department to bring on an experienced Service Desk Team Lead to guide a high performing support team through a period of uplift, stabilisation and service improvement. This role is perfect for someone who thrives in a fast paced environment, enjoys coaching and developing staff, and can bring structure, consistency and leadership to frontline ICT operations.
What you’ll be doing
- 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
- 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 common enterprise technologies (M365, AD/Entra, Windows 10/11, remote support tools, ServiceNow or similar)
If this sounds like you hit "APPLY NOW"
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
#SCR-lucy-blumer