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Service Desk Team Lead - Information Management and Technology

Date: 05-May-2022

Location: Melbourne, VIC, AU Canberra, ACT, AU Brisbane, QLD, AU

Company: CSIRO

Acknowledgement of Country

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

The Opportunity



  • Outstanding flexibility & supportive work environment 
  • Use your skills and experiences to support something truly special
  • Make a difference! Join CSIRO - Australia's premier research organisation 



The CSIRO Information Management and Technology (IMT) Service Desk captures demand for incident resolution and service requests. Being the main point of contact, it provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned. It provides communication channels for customers and the business of planned service improvements, scheduled and unscheduled outages and those service disruptions that may be of a high severity. The Service Desk operates as virtual team from several of CSIRO’s sites around Australia in a hybrid onsite/working from home environment.


The Service Desk Team Lead role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating, resolving incidents, and fulfilling requests. The Service Desk Team Leader also provides leadership and mentoring to the Service Desk team and is a key role in a culture of continuous process improvement within the Service Desk team and the wider IMT team.


Your duties will include:



  • Manage Team Members: Lead and maintain an effective team of service desk analysts and manage performance and resources to achieve objectives
  • Service Desk operations: Develop, coordinate, and implement processes and procedures to achieve optimal team workflow, customer engagement and service provider advocacy.
  • Manage incidents and service requests: Achieve increased productivity and minimise disruptions through timely resolution of user queries, requests, and incidents
  • Manage and Communicate Reporting and Metrics: Clearly communicate trends, opportunities, and issues to IMT Management and Service Owners to support good decision making, management and planning
  • Actively involved in service improvement: Create improved outcomes, increased confidence, and trust in IMT services and effective use of team resources



Location: Clayton (VIC), Black Mountain (ACT) or St Lucia (QLD)

Salary: AU$ 102,724  to AU$ 111,165 pa + up to 15.4% superannuation

Tenure: Indefinite

Reference: 83966




To be considered you will need:


  • Relevant tertiary qualifications in IT/Business related fields; or experience in the IT Service Management (ITSM) industry.
  • Demonstrated 5 years’ experience in the ITSM field with at least 2 years focused on the operational management of Service Desk processes, workflows, and analysts.
  • Demonstrated experience in leadership, mentoring and development of team members and capability aligned with desired organisational drivers.
  • Demonstrated effective communication and collaboration skills within an ITSM Service Desk environment.
  • Recent experience in effective customer engagement as an advocate for service providers and/or functions.
  • Demonstrated experience in the management of the incident/service request resolution process including leading the operational needs of incident escalation and high severity processes.
  • Previous experience in working with change/project management and/or service improvement initiatives in the support of Service Desk operational requirements.


For full details about this role please review the Position Description



Applications for this position are open to Australian Citizens only

Appointment to this role is subject to provision of a national police check also the successful candidate will be required to obtain and maintain a security clearance at the Negative Vetting 1.

Flexible Working Arrangements

We work flexibly at CSIRO, offering a range of options for how, when and where you work. 

Diversity and Inclusion

We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish. 


At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact. 

Join us and start creating tomorrow today!

How to Apply

Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

Applications Close

29 May 2022, 11:00pm AEST/AEDT