Initial 3 month contract + possible extension
Brisbane CBD
In collaboration with the Queensland State Government, Emanate Technology is looking for a Service Desk Lead
who thrives in both leadership and technical delivery. You’ll guide a small team, act as the go-to for escalations, and drive real improvements in service delivery — all while staying hands-on with modern Microsoft technology.
What you’ll be doing
- Managing daily operations of a small ICT service desk
- Handling Level 3 escalations (O365, Intune, SharePoint, Autopilot)
- Uplifting processes across incident, change, and problem management
- Mentoring team members and driving performance
- Reducing ticket volumes through smart knowledge sharing
- Promoting agile ways of working using Jira
- Supporting user experience improvements across the business
What you need to bring
- Experience delivering Level 3 support and solving complex issues
- Background leading service desk teams in technical environments
- Strong skills with Microsoft 365, Intune, and desktop deployments
- Familiarity with ITIL, service metrics, and user-centred support
- Clear communication and a collaborative approach
Bonus points for…
- Qualifications in IT or related discipline
- Experience in government or highly structured ICT environments
- Confidence writing briefing notes and technical docs
- Knowledge of business continuity and service recovery
For more information please contact Amy Watson on amy@emanatetechnology.com.au.
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