23rd July, 2026

Our client is seeking an experienced Jira Service Desk Lead to lead and transform their IT Service Desk function. This is an exciting opportunity for a hands-on leader who is passionate about service excellence, IT Service Management (ITSM), and optimising Jira Service Management (JSM).

You will play a key role in improving the service desk operation by redesigning Jira Service Management, implementing best-practice ITIL processes, automating workflows, enhancing reporting, and developing a robust knowledge management framework. This role combines operational leadership with technical expertise and continuous service improvement.

Key Responsibilities

- Review, redesign, and optimise the Jira Service Management environment, including request types, queues, priorities, workflows, automation, SLAs, and escalation paths.
- Configure and administer Jira Service Management to align with ITIL best practices.
- Develop automated workflows and email notifications using Jira automation.
- Build meaningful dashboards and reports using advanced JQL to provide insights into service performance and operational trends.
- Monitor and report on SLA and KPI performance, identifying opportunities for continual service improvement.
- Lead Major Incident, Problem, and Change Management processes.
- Develop and maintain a comprehensive Service Desk knowledge base using Confluence, including runbooks, onboarding documentation, troubleshooting guides, known errors, and standard operating procedures.




- Collaborate with business stakeholders and technical teams to improve service delivery and customer experience.
- Support Microsoft 365 and Azure-based environments where required.

About You To be successful in this role, you will demonstrate:

- Proven experience leading an IT Service Desk or IT Support function.
- Extensive hands-on experience administering and configuring Jira Service Management (JSM).
- Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
- Experience configuring:
- Request types
- Queues
- SLA policies
- Automation rules
- Workflows
- Priorities
- Customer portals

- Advanced knowledge of JQL, dashboards, filters, and reporting.
- Experience implementing service improvements and driving operational excellence.
- Solid experience with Major Incident, Problem, and Change Management.
- Experience building and maintaining knowledge bases using Confluence.
- Excellent stakeholder management and communication skills.
- Experience supporting Microsoft 365 and Azure environments.
- Strong analytical, troubleshooting, and problem-solving skills.
- ITIL v4 Foundation or higher certification.
- Experience delivering Jira Service Management transformations or optimisation projects.

If you are a hands-on Service Desk leader with deep Jira Service Management expertise and a passion for delivering exceptional IT support services, we'd love to hear from you.

📌 Service Desk Lead (Jira Service Management) (Melbourne)
🏢 e2e
📍 Melbourne