Waverley Council is looking for an experienced and motivated Service Desk Team Leader to oversee and manage the daily operations.

Why Join us?

• Permanent full-time, 35 hours per week.
• Salary: $ 101,204.64- $ 116,385.33 plus 12% Super
• Community focused, values driven service
• Close to public transport
• Access to Fitness Passport – discounted gym memberships
• A supportive and inclusive work culture
• Bondi Junction office location close to Bondi Beach, Bronte and Tamarama!
• Contribute to the safety and well-being of the local community
• Wellness that works for you! From annual skin checks and flu shots to our bi-annual health fair, we’re committed to helping you stay healthy

The Role

This is a hands-on role where you’ll guide, mentor and develop a team of dedicated support analysts to deliver exceptional IT Service to our business

• Lead, mentor and coach Service Desk staff to achieve high performance and professional growth
• Oversee day to day service desk operations, ensuring timely and effective resolution of incidents and requests
• Act as the primary escalation point for complex or high priority issues
• Monitor and report on key performance metrics (SLA’s, response times, customer satisfaction)
• Liase between the Service desk, IT support team, and business departments to ensure seamless communication and service delivery
• Identify opportunities for process improvements and contribute to continuous service enhancement

About You

• Bachelor’s degree in information technology, Computer Science, or a related field with minimum of 5 years' experience in Service Desk Team Leader role or similar supervisory role within IT support environment.
• Demonstrated experience in a service desk or IT support role, with a solid understanding of incident, request, and escalation management.
• Experience leading or supervising a technical support team, including task delegation, performance management, and staff development
• Strong experience with IT service management (ITSM) tools (e.g. Freshservice, ServiceNow or similar) and understanding of service desk metrics and reporting.
• Proficiency in supporting desktop environments, Microsoft technologies (e.g., Windows, Office 365, Active Directory, SCCM), and common enterprise IT systems.
• Ability to communicate clearly with both technical and non-technical users, providing high-quality support and managing user expectations effectively.
• Skilled in diagnosing technical issues, identifying root causes, and implementing effective solutions.
• Understanding of ITIL principles and service management best practices, particularly incident, problem, and change management.
• Ability to manage multiple tasks, meet deadlines, and remain effective under pressure in a dynamic support environment.
• Competence in maintaining accurate support documentation, knowledge base content, and performance reports.
• Proactive in identifying opportunities for process improvements and contributing to a culture of service excellence

About us

Between the city and the sea, Waverley is a vibrant, welcoming, and inspiring place to live, work and play with its diverse population, creative culture, enriching lifestyle, stunning natural features, and distinctive neighbourhoods. Waverley Council provides and supports a variety of services, programs and initiatives to sustain and improve the quality of life for the Waverley community. This includes the delivery of 22 main services and up to 150 sub-services covering a wide range of activities.

Please refer to the position description for detailed information on the position and required skills and experience. For more information contact , Manager, IT Operations and Services, Nicole Racela, 9083 8354

Waverley Council is committed to providing equal employment opportunities to all candidates. We encourage applications from people from diverse groups, including, but not limited to, Aboriginal and Torres Strait Island people; people from culturally diverse backgrounds; young people; older workers; people with disabilities; LGBTQIA+; and other minority groups. If you require accommodations or assistance during the application process, please don’t hesitate to reach out to our People and Culture team at [email protected]

We fully support the aims and objectives of the NSW Officer of Children's Guardian and Child Protection legislation. We will implement necessary practices to ensure a safe and supported Council environment for children and young people. All staff, volunteers and contractor’s welcome child safe and child friendly practices.

How to apply: Visit waverley.nsw.gov.au/council/jobs

Applications close: 17/11/2025 @ 11:59 PM