Job Description
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 rapid paced environment, enjoys coaching and developing staff, and can bring structure, consistency and leadership to frontline ICT operations.
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What you'll be doing
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Leading and mentoring a team of Service Desk analysts to deliver high quality, customer focused ICT support
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Managing daily operations including queue management, escalations, workforce planning and SLA performance
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Driving continuous improvement across processes, documentation, knowledge articles and service quality
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Acting as an escalation point for complex incidents and coordinating with technical teams to ensure timely resolution
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Supporting change, problem and incident management activities in line with ITIL practices
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Ensuring compliance with departmental policies, security requirements and governance frameworks
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Building strong relationships with stakeholders across ICT,



business areas and external vendors
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Service Desk Team Lead
n Baseline Clearance
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12 Month Contract
n Federal Government
n Canberra
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What we're looking for:
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Proven experience leading a Service Desk or IT Support team in a government or enterprise environment
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Strong understanding of ITIL,
incident/problem/change
processes and service delivery best practice
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Excellent communication, coaching and stakeholder engagement skills
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Ability to manage competing priorities and maintain calm, structured leadership
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Experience with common enterprise technologies (M365, AD/Entra, Windows *****, remote support tools, ServiceNow or similar)
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We are an inclusive employer committed to fostering a diverse and accessible workplace.
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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.

📌 Team Lead- Service Desk (Canberra)
🏢 Emanate Technology
📍 Canberra