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