ICT Service Desk Lead & ITSM Champion

Job Description

Role: ICT Service Manager
Location: Murarrie, Brisbane
Employment Type: Full-time, Fixed-Term (12 months)
Lead the next phase of Goodstart’s ICT Service Management
At Goodstart, technology plays a critical role in supporting more than 16,500 Goodstarters across nearly 700 centres . We’re looking for an experienced ICT Service Manager to lead the next phase of our ICT service management capability and help deliver reliable, customer-focused technology services across our national organisation.
\n Reporting to the Chief Information Officer , you’ll lead our ICT Service Desk function and an established team of eight, including an existing Team Leader. This is an opportunity to strengthen service management capability, improve service performance and shape how technology services are delivered across our distributed environment.
\n You’ll take ownership of service performance and IT Service Management (ITSM) practices, using data, technology and continuous improvement to improve the experience of our people and centres.
\n If you’re an experienced service management leader who enjoys developing people, improving systems and turning service data into meaningful action, we’d love to hear from you.
Your Impact
In This Role, You’ll

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• Lead and develop an established ICT Service Desk team, providing coaching, support and leadership to build a high-performing service function.
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• Take accountability for ICT service performance, service levels and customer experience across Goodstart’s distributed national environment.
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• Own and continuously improve ITSM practices across incident, request, problem, change and knowledge management.
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• Lead the optimisation of ServiceNow, including workflows, service catalogue items, dashboards, reporting and self-service capabilities.
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• Monitor service performance and produce meaningful reporting for the CIO and executive stakeholders, using metrics such as SLA performance, first contact resolution, ticket ageing, repeat incidents and customer satisfaction.
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• Identify trends and recurring issues and use structured problem management and root-cause analysis to drive sustainable improvements.
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• Establish and continuously improve service levels, ensuring targets reflect business needs and customer expectations.
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• Drive service improvement initiatives that deliver measurable outcomes, such as reducing ticket volumes, improving resolution times, increasing self-service or reducing repeat incidents.
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• Partner closely with Infrastructure, ICT teams, business stakeholders and external service providers to resolve issues and improve service delivery.
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• Hold service providers accountable to agreed service levels and performance expectations, influencing outcomes across teams where you may not have direct authority.
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• Champion a customer-first approach to service delivery, recognising the operational impact that technology issues can have on our centres and frontline teams.
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• Support the ongoing evolution of Goodstart’s service management capability as Service Management continues to develop as a distinct function within ICT.
  
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What Goodstart Can Offer You
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• Enjoy flexible work arrangements that support both your professional and personal commitments.
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• Salary packaging benefits available through AccessPay (eligibility applies).
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• Access to discounted childcare (up to 15%).
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• Fitness Passport - access to gyms and pools for you and your family at a heavily discounted price.
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• Discounted health care and access to our employee wellbeing program with BUPA.
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• Exclusive discounts on travel, gym memberships, Apple and Dell products, and more.
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• Free annual flu shot (optional).
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• Option to purchase extra leave for even greater work-life balance.
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• First Nations Support and Cultural Leave.
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• Work for a company with an aspiration to be globally recognised for early years practice and learning outcomes.
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• Grow your career through ongoing investment in learning, leadership development and meaningful work that supports children and families across Australia.
  
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What You’ll Bring
We’re looking for an experienced ICT service management leader who can combine people leadership, technical service management capability and a strong focus on continuous improvement .\n
You’ll Bring
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• Demonstrated experience leading an ICT Service Desk, Service Management function or technology support team across a complex, distributed or multi-site environment.
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• Demonstrated hands-on experience configuring and improving ServiceNow, including workflows, catalogue items, dashboards and reporting.
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• Proven experience leading and developing people, including coaching leaders and building capability within an established team.
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• Strong ownership of ITSM processes across incident, request, problem, change and knowledge management.
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• Strong understanding of service performance management, including establishing service levels, monitoring performance and responding when metrics move off target.
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• Demonstrated experience using problem management and root-cause analysis to identify and eliminate recurring issues.
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• A track record of delivering measurable service improvements, with the ability to demonstrate the impact of your work through service metrics and outcomes.
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• Experience managing or influencing external service providers and holding vendors accountable for service performance and agreed service levels.
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• Strong analytical and reporting skills, with the ability to independently prepare service reporting for senior and executive stakeholders.
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• Excellent stakeholder management and communication skills, with the ability to translate technical service issues into clear business impacts and priorities.
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• A customer-focused approach and the ability to understand the operational impact of technology issues within a frontline, multi-site environment.
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• ITIL 4 certification (or equivalent) is essential, along with a relevant tertiary qualification in Information Technology, Information Systems, Business, Service Management or a related discipline, or equivalent industry experience.
  
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How To Apply
Click ‘Apply Now' and submit your application.\n
\nApplications are reviewed as they're received, so we encourage you to apply as soon as possible for the best opportunity to progress.\n
Have a question? Contact Faith in our Talent Acquisition Team via email
At Goodstart we are deeply committed to Reconciliation and encourage Aboriginal and/or Torres Strait Islander people to apply. For further information and support email
If you are a placement agency or external recruiter, please refrain from submitting resumes to Goodstart unless you have a signed staffing agency agreement with us. Goodstart will not be responsible for or pay any placement fees for candidates submitted by agencies that are not approved suppliers. Any resumes received from agencies or external recruiters without an agreement will be reviewed by Goodstart and may be shared with our internal recruiting team for their reference.\n
Supporting our people and protecting our children
We're an equal opportunity employer that is proud of our inclusive and diverse work environment. We know that Goodstarters from diverse cultures, backgrounds and experiences strengthen our teams and help us grow. We're also deeply committed to Reconciliation and creating an environment where Aboriginal and Torres Strait Islander People feel a strong sense of belonging and connection.\n
\nSafety is our priority and we will take any action necessary to ensure that all children can feel safe and be safe, and are safeguarded from abuse, neglect and harm. As a Child Safe Organisation, all of our candidates must have or obtain a valid working with children check. \n

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