About the Client A well‐established and forward‐leaning insurance organisation, recognised for delivering high‐quality customer experiences and continually investing in modern technology capabilities.
Backed by a global parent, they combine strong governance and stability with a genuine focus on innovation, service excellence, and continuous improvement.
As the organisation continues to strengthen its Technology function, this role sits at the forefront of service delivery transformation, ensuring a high‐performing, efficient, and customer‐centric service desk capability that underpins the wider business.
You'll join a collaborative and culture‐driven environment that values accountability, technical expertise, and leadership at all levels.
What You Will Be Doing Service Desk Leadership Capability Uplift Lead and mentor the Service Desk function, acting as the senior escalation point while uplifting team capability, processes, and overall service maturity.
Incident Service Management Excellence Drive ITIL‐aligned practices across Incident, Service Request, Problem, Change, and Knowledge Management, ensuring strong governance, SLA adherence, and continual improvement.
Major Incident Escalation Management Take ownership of critical incidents, coordinating cross‐team resolution, managing stakeholder communications, and ensuring timely service restoration.
End‐User Technology Support Oversight Oversee the delivery of high‐quality Tier 1–2 support across end‐user environments, including devices, Microsoft 365, collaboration tools, and workplace technologies.
Operational Excellence Continuous Improvement Identify opportunities to enhance service delivery processes, automate workflows, and improve user experience across the organisation.
User Access,



Asset Lifecycle Management Govern access provisioning, asset tracking, and software lifecycle processes, ensuring security, compliance, and audit readiness.
Technology Projects Service Transition Partner with delivery teams to ensure new systems and changes are successfully transitioned into support, with clear documentation and operational readiness.
Stakeholder Engagement Business Support Build strong relationships across the business, acting as a trusted partner to ensure technology services align with operational needs and expectations.
What They Are Looking For Service Desk Leadership Experience Proven experience operating in a senior or lead capacity within Service Desk or End‐User Support environments, with a strong track record of mentoring teams and improving service outcomes.
ITSM ITIL Expertise Robust working knowledge of ITIL frameworks and service management disciplines, with experience driving process maturity and governance.
Modern End‐User Technology Stack Hands‐on experience supporting Microsoft environments, including Windows ***** and Microsoft 365, along with collaboration tools and enterprise applications.
Experience leading incident response, managing competing priorities, and maintaining composure in high‐pressure situations.
Service Improvement Mindset Aproactive,solutions‐focusedapproachwithapassionforcontinuousimprovement,automation,andenhancinguserexperience.
Stakeholder Communication Excellence Exceptional communication skills, with the ability to engage users, technical teams, and leadership stakeholders effectively.
Tools Platforms Experience with ITSM platforms such as Jira, Confluence, or similar tools, along with asset and knowledge management systems.
Qualifications ITILv4 certification

📌 Service Desk Lead (Victoria)
🏢 Ethos BeathChapman
📍 Victoria