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




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