Service Desk Lead

About the Role

QRIDA is looking to appoint an experienced Service Desk Lead to manage the daily functioning of the Service Desk team. This role is responsible for delivering high-quality IT support services to both internal and external stakeholders. The successful candidate will oversee service desk personnel, track performance, drive continuous service improvements, and ensure all activities align with the organisation's strategic goals and service level agreements (SLAs).

Key Duties and Responsibilities

• Manage daily operations of the service desk, ensuring conformity with ITIL best practices and organisational policies.
• Oversee incident management, service request handling, and escalation processes to meet agreed SLAs and KPIs.
• Ensure proper deployment, configuration, and ongoing maintenance of IT systems and services.
• Evaluate service desk performance data to identify areas for improved service delivery and operational effectiveness.
• Develop and implement initiatives to boost customer satisfaction, reduce resolution times, and enhance team productivity.

About QRIDA

The Queensland Rural and Industry Development Authority (QRIDA) is a specialist government entity focused on providing financial and advisory support to rural and regional Queensland. As a statutory authority, QRIDA supports primary producers and industries by assisting with disaster recovery, sustainability improvements, business start-ups, and overcoming challenging conditions for over 30 years. QRIDA also administers various government programs such as the Farm Business Debt Mediation program and conducts sector-specific research and advice.

Work Environment and Benefits

• Competitive salary packaging, including 12.75% superannuation and leave loading.
• Flexible work options including a balance between office and remote work.
• Employee development through performance management and access to QRIDA Aspire learning programs.
• Support services including employee assistance and access to Rewards Gateway benefits upon eligibility.
• A small organisation culture promoting diversity, inclusivity, and trust across its 200+ staff.