Job Description

About the Company

We’re looking for an experienced IT Service Desk Lead to oversee and elevate service desk operations for a key Federal Government client. This is a hands‑on leadership role where you’ll guide a small onsite team, manage service performance, and act as the primary escalation point while continuously improving how IT services are delivered.

You’ll play a critical role in shaping the client experience, balancing operational excellence with innovation, automation, and service improvement. If you enjoy leading people, optimising processes, and being trusted to own outcomes, this role offers real influence and visibility.

Responsibilities

• Lead and coordinate day‑to‑day service desk operations, ensuring SLAs and KPIs are consistently met
• Manage service desk queues, workloads, and staffing to support BAU and project demand
• Act as the primary escalation point for incidents, VIP support, and client concerns
• Build strong relationships with client stakeholders and maintain trusted partnerships
• Drive continual service improvement initiatives, including workflow automation and self‑service enhancements
• Monitor service performance and produce clear, actionable client and internal reporting
• Support and mentor service desk staff, providing guidance, feedback, and development
• Work collaboratively with desktop support, engineers, and vendors to resolve complex issues
• Participate in an on‑call roster for out‑of‑hours support when required

Required Skills

This role suits a service desk leader who combines strong operational control with a modern, improvement‑focused mindset.

You’ll ideally bring:

• Proven experience leading or supervising an IT Service Desk or managed services function
• Strong understanding of ITIL‑aligned service delivery and performance management
• Experience managing client expectations within contracted service environments
• Confidence handling escalations and high‑visibility support scenarios
• A passion for process improvement, automation, and service optimisation
• Strong communication skills—able to engage both technical teams and senior stakeholders
• Excellent organisation, prioritisation, and problem‑solving skills
• Experience delivering services in Agile or continually improving environments
• ITIL Foundation certification (or equivalent experience)

Location & Eligibility

• 100% onsite role in Canberra, ACT
• Australian Citizenship required

Why join us?

Ready to play a key role in Australia’s digital evolution? Apply today or reach out to us at recruitment@xamplify.com.au, we’d love to hear from you.

The future isn’t just coming—we’re creating it!

We offer

• Flexible working options where possible, with strong support for wellbeing and family balance. Employer‑funded perks, benefits, rewards, and recognition through Employment Hero
• Strong career pathways and professional development opportunities — including certifications and growth into areas like automation, cyber, cloud or advanced support
• A connected national team with regular engagement, support, and learning opportunities
• A culture grounded in diversity, inclusion, and community impact through the xAmplify Foundation

Equal Opportunity Statement

Diversity fuels innovation. At xAmplify, we welcome applications from all backgrounds, identities, and abilities. xAmplify is an advocate for diversity and inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability or age.