Redland City Council is seeking a capable and customer-focused Senior Service Management Officer to join its IT Service Management team, based onsite in Cleveland. This role combines hands-on deployment of IT equipment with high-quality service desk support, ensuring Council staff and executives receive timely, professional technology assistance. Key Responsibilities Primary responsibilities – Hardware Deployment: Deploy IT hardware including PCs, laptops, monitors and communication devices Unpack, configure and install equipment at staff workstations Transport equipment using trolley or vehicle as required Work safely in office environments, including under desks for installation Plan and organise deployments efficiently Secondary responsibilities – Service Desk Support: Resolve IT incidents and service requests using ITSM tools (Jira preferred) Provide phone and in-person support to Council staff Deliver high-level customer service, including VIP support for Executives and Councillors Escalate complex issues appropriately Support and mentor less experienced team members About you: Demonstrated experience providing IT desktop and infrastructure support Strong customer service and communication skills Experience using ITSM systems (Jira Service Management desirable) Excellent organisation and time management skills Physical capability to handle and install IT hardware Ability to work onsite full-time in Cleveland If you enjoy combining hands-on IT work with meaningful customer support in a public sector environment, we encourage you to apply.
