This is a permanent, full-time opportunity to lead the service desk function within a national organisation delivering advanced technology solutions to the defence sector. Based on-site across Symonston and Hume, this role provides leadership and oversight to a small team supporting users across Australia, Singapore, and the Middle East. As the Service Desk Team Leader , you’ll manage day-to-day operations of the Level 1 and 2 support team, with a focus on queue management, escalations, continuous improvement, and stakeholder engagement. You’ll also play a key role in uplifting the team’s professional capability, building a performance-focused culture underpinned by ITIL processes. Key Responsibilities: Oversee call centre coverage, ticket handling, queue management, and service delivery performance Act as first-level escalation point for technical and critical incidents Provide coaching, feedback, and leadership to a small team of service desk analysts Contribute to the transition to ITIL-based practices and improved change management processes Lead and maintain asset management systems including the CMDB in Intune Provide hands-on support to end users across software, hardware, and network troubleshooting Generate and deliver technical and managerial performance reports to senior stakeholders Ideal Candidate: Experience in a similar ICT team leader role, with 3–5 years in service desk operations Solid technical knowledge of Windows 10/11, Microsoft 365, Intune, and VPN/connectivity fundamentals Strong understanding of ITIL practices (ITIL v4 Foundation required) Excellent communication, people leadership, and coaching skills Pragmatic, solution-focused, and calm under pressure Technical Environment: Microsoft-based: M365, Azure AD, Intune, Office 2019 On-site support across multiple Canberra locations ITIL-based service delivery model in transition Supporting users across multiple regions including APAC and the Middle East. If this position sounds of interest and you'd like to know more, please reach out to Zac@approachconsult.com.au or call 0419 546 610 for a confidential discussion!
