Division/Section: Business
Services / Digital Information & Technology
Position
Type: Permanent Full Time (9 day fortnight, *****
hours/week)
Salary
Range: LGO5 ($95,030 - $99,181 per
annum + superannuation) based on skills, qualifications and
experience
Location:
Townsville
Application
Close: 11:45pm, Tuesday 28 July ****.
About the
Role:
As
Senior Service Support Officer, you will lead and coach a team of
IT Service Support Officers, fostering a high-performing,
customer-focused service environment.
You will take ownership of
day-to-day service desk operations, including work allocation and
triage, resource planning, escalation management, operational
leadership, and the preparation of transparent communications for a range
of audiences.
Working alongside the team, you will help ensure the
delivery of responsive, high-quality IT support services across
Council.
You
will oversee incident management, service requests and problem
resolution, using performance data and insights to identify
opportunities for continuous improvement.
The role is also
responsible for maintaining knowledge base content, work
instructions and operational procedures, supporting change
management activities, and assisting with the transition of new
projects, systems and services into operational support.
Staying
informed of emerging technologies, industry trends, legislation and
policy requirements, you will play a key role in maintaining
effective, reliable and customer-centric IT services.
About
you:
Extensive
experience in an IT Service Desk environment, including
leadership of a customer-focused support team.
Degree
qualifications in Information Technology or a related field, or
equivalent demonstrated experience.
ITIL qualifications will be
highly regarded.
Strong
knowledge of IT service management practices, particularly
within a centralised service delivery model.
Experience




supporting and administering technologies such as ServiceNow,
Microsoft Windows environments, Active Directory, Exchange,
VMware, Intune, networking infrastructure, remote support
tools, mobile devices, and security platforms.
Experience
using customer service and service management tools, including
ticketing systems, knowledge bases, call centre technologies,
and workforce/resource planning systems.
Well-developed
communication skills, with the ability to engage diverse
stakeholders, deliver quality customer outcomes, and provide
user education and support.
Strong
interpersonal, consultation, negotiation, and
relationship-building skills.
Proven
problem-solving and decision-making capability in complex
technical environments.
Current
Queensland Class C Driver Licence.
Townsville City
Council is the largest local government authority in Northern
Australia.
We're committed to supporting our people through a
solid focus on work–life balance, a positive and inclusive
culture, and a shared passion for making a meaningful impact in our
community.
We
have a range of benefits that confirm this commitment:
5 weeks annual
leave + 17.5% leave loading
3 weeks
Personal/Carers Leave
14 weeks paid
Parental Leave
Domestic and
Family Violence Leave
Natural
Disaster Leave
Annual wage
progression
Up to *13.5%
Superannuation employer contribution for contributing
members
Salary
Sacrifice opportunities
Access to a
range of learning and development opportunities, including




on-the-job learning and formal training programs
Fitness
Passport program offering discounted membership to selected
health and wellbeing facilities
Employee
Loyalty Program offering discounts at selected local
businesses
Employee
Assistance Program
* The Council
contribution to employees' superannuation for contributing
employees shall be 13.5% of the employees' ordinary time earnings
subject to the employee contributing a minimum of 6% of their
ordinary time earnings.
Contact
Person: Twyan Grace
Contact
Email:
How to
Apply
Your
application can be submitted through the 'Apply' button.
Please
include a cover letter (maximum 2 pages), outlining how your
skills, qualifications and experience would allow you to achieve
success in this role.
We also will require your resume which should
confirm any licences and qualifications your hold.
For further
information review the Position
Description.
We are
committed to creating a safe and inclusive workplace where diverse
styles, backgrounds, experiences, and perspectives are valued,
encouraged, and respected.
People from diverse backgrounds
(including but not limited to, Aboriginal and Torres Strait
Islander, people with diverse gender identities and sexualities,
people from different cultural and linguistic backgrounds, people
with disability, and veterans) are encouraged to
apply!
All successful
candidates are required to undergo drug and alcohol testing as part
of the recruitment process.
Please be aware Townsville City Council
has a 'zero tolerance' policy to drugs and alcohol in the
workplace.
If you need any
adjustments to be made to the recruitment process or if you would
like to discuss any accessibility requirements, please
contact ******
or phone ************ for a confidential
discussion.
Attachments:
- Senior Service Support Officer_PD.pdf

📌 Senior Service Support Officer (Townsville)
🏢 Townsville City Council
📍 Townsville