Service Desk Team Lead (ITIL ITSM M365 Government)

Our client, a large Australian Government Body is seeking a talented Service Desk Team Lead to manage and uplift the day-to-day performance, capability, and customer experience of Organisation's IT Service Desk.This is a permanent full time role, offering a hybrid work set up based Sydney CBD.In addition to operational leadership, the Service Desk Team Lead plays a pivotal role in the implementation, configuration, and ongoing enhancement of their IT Service Management (ITSM) platform, ensuring ITIL-aligned processes are embedded, automated, and continuously optimised.Working closely with the Technology functional leads and the ITSM Automation Specialist, this role contributes to a modern, proactive service environment focused on reliability, responsiveness, and continual improvement aligned to ITIL and Essential Eight principles.KEY ACCOUNTABILITIESService Operations Leadership.ITSM Platform Implementation & ConfigurationTeam Leadership & DevelopmentIncident, Problem & Request ManagementService Quality & Continuous ImprovementService Automation & Process OptimisationGovernance, Compliance & SecurityStakeholder Engagement & CommunicationSKILLS & QUALIFICATIONSEssential5+ years' experience in IT support roles, including at least 2 years in a supervisory or team lead capacity.Comprehensive understanding of ITIL 4 principles and service operations practices.Practical experience implementing or configuring ITSM platforms (e.g., HaloITSM, ServiceNow, ManageEngine).Experience managing support for Microsoft 365, Entra ID, and endpoint management (Intune).Strong documentation and reporting skills using ITSM and analytics tools.Commitment to continuous improvement and user experience excellence.DesirableITIL 4 Foundation certification (or higher).Microsoft Certified: Modern Desktop Administrator Associate or equivalent.Experience implementing self-service portals, chatbots, or automated workflows.Exposure to government or regulated environments with service and compliance obligations.Experience with AIOps-enabled service monitoring tools. Please apply for full job description and a confidential chat :)