Frankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula. We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector.

Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston, now is the time to join our team!

About the position

Council’s Business Information Technology Department is seeking a Team Leader – IT Operations Support who will be responsible for managing the IT Helpdesk function and leading the delivery of responsive and customer-focused technical support across Council’s workforce.

In this critical leadership role, you will ensure high levels of service delivery, oversee Helpdesk team performance, contribute to the stability of Council’s standard desktop environment (SOE), and provide advice on service desk performance and continuous improvement measures.

Key Responsibilities

• Manage and oversee the ICT Service Desk, ensuring timely, high-quality technical support to internal stakeholders.
• Monitor and report on Helpdesk performance, KPI compliance, resourcing, and service level delivery.
• Supervise Helpdesk staff and ensure consistent use of processes, knowledge base materials, and support documentation.
• Collaborate with internal teams and external vendors to maintain reliable ICT systems, applications, and support tools.
• Provide insights into network and desktop operations, escalating issues as necessary to ensure business continuity.
• Support Council-wide ICT initiatives through effective coordination, stakeholder engagement, and adherence to service standards.

About You

To be successful in this role, you will bring:

• Relevant tertiary qualifications in Information Systems, Project Management, or equivalent substantial experience.
• Proven experience managing IT service desks or operational support teams in complex environments.
• Excellent leadership skills with the ability to coach, develop and lead a technical team.
• Strong communication and stakeholder management skills, with a focus on delivering outstanding customer service.
• A sound understanding of standard operating environments (SOEs), ITIL-based support practices, and performance reporting.

Benefits of working at Frankston City Council

Be part of a workplace that is looking to transform the way that we work and build on our values “Kinder, Fairer, Smarter”. As an employee, you will have access to benefits such as:

• Hybrid Working Model
• Flexible working hours
• Rostered Day Off (Full time roles only)
• Access to professional and career development opportunities
• Purchased leave
• Paid Parental leave
• Paid Christmas Shut Down Leave
• Free onsite parking (Civic Centre)
• Employee assistance program
• Salary sacrifice gym membership at Peninsula Aquatic Recreation Centre.

This position is a Band 7 currently remunerated at $109,416.26 per annum, plus superannuation. Overtime will also be paid as required.

If you would like to learn more about this opportunity or have any questions, please contact on Denver Lewis on [email protected]

The position description for this role can be found on the Frankston City Council Careers page.

Culture at Frankston City Council

Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present.

Council is committed to building a culture that values diversity and promotes a workplace that welcomes and includes the unique contributions of all people. We encourage applications from individuals of all ages, backgrounds and identities. As well as applicants who identify as being Aboriginal and Torres Strait Islander, are culturally diverse, LGBTQIA+ or who have a disability to apply.

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.

Child Safety

Frankston City Council is a Child Safe Organisation and has a zero tolerance for child abuse. Council is committed to creating and maintaining a child safe environment where all children are valued and protected from harm and abuse and will promote a whole of community approach to keeping children safe.

At Frankston City Council, protecting children and preventing child abuse is embedded in the everyday thinking and practice of all councillors, employees, contractors and volunteers. Please refer to the Child Safety and Wellbeing Policy that’s located on the Frankston City Council website on the Child Safety Page, for further information.

Pre-Employment Information

You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.