IT Service Desk Lead

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 clien...