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 [email protected].

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