Service Desk Lead
Core
Lead daily service desk operations for a government department, managing incidents, service requests, and critical outages to keep vital technology services running.
Role type
Service Desk Team Lead
Builds
Service desk processes, support standards, and guides for first and second-level support
Domain
Government IT / Service Management
Required skills
ITIL V3.0 Foundation, service management system expertise, request fulfilment, people leadership, problem-solving, digital skills
Preferred skills
tertiary qualification, experience in government administration
Technologies
service management systems
Responsibilities
Lead a skilled team managing incidents and service requests; set service plans, rosters, and support standards; create guides and processes for support levels; monitor service data to reduce tickets; provide technical advice during major incidents and critical outages
Seniority
Mid-Senior, hands-on IC with leadership responsibilities