Service Desk Team Lead

Come join the team at the new Department of Housing and Works.

The Department of Housing and Works delivers and maintains essential social housing and critical infrastructure across Western Australia—including schools, hospitals and police facilities.

We manage tenancy services, support housing provision in remote Aboriginal communities, and oversee government employee accommodation.

Through office accommodation solutions, State Fleet management, procurement, planning and asset policy, we empower other government agencies to deliver their best.

We actively encourage applications from Aboriginal and Torres Strait Islander people, people with disability, youth, people of diverse sexualities and genders, and culturally and linguistically diverse people.

We are committed to ensuring our hiring processes are inclusive. If you are an Aboriginal and Torres Strait Islander person, a young person or a person with a disability seeking support with your application, please reach out to Jobs and Skills WA by calling 13 64 64.

If you are a person living with disability and require adjustments or accommodations during the recruitment process, please contact Priya Ullagaddi via email at ***************@dohw.wa.gov.au. You can also reach us through the National Relay Service.

When you join us, you can enjoy a variety of benefits, including:

• flexible work options, including working from home up to 2 days per week
• professional development, training, and on-the-job learning to advance your career
• generous leave entitlements, which include 4 weeks annual leave, 3 public service holidays each year, accrued long service leave every 7 years and an option to purchase additional leave each year. Access to cultural leave for Aboriginal and Torres Strait Islander people
• modern workspaces, where you choose your workspace that assists you to do your best work
• access to activity-based work hubs in the CBD, Fremantle and Joondalup for ad hoc flexible work
• corporate discounts with selected health insurance providers and access to wellness programs
• Opportunity to contribute to diversity, inclusion, and cultural initiatives across the department, including networks and working groups that promote equity and belonging.

About The Role:

The Service Desk Team Lead supervises and coordinates the day-to-day operational activities of the Service Desk. The role plays a critical role in the efficient and effective delivery of Information and Technology (I&T) services and ensuring customers’ needs and expectations are met.

As the first point of contact to Technology Services this role is responsible for ensuring the Service Desk team delivers quality, customer-focused technical support to the business, across multiple locations, services, platforms and technologies, in line with service level agreements, standards, policies and procedures. This includes incident, change and problem management, end-user computing and, user administration.

About You:

In this role, you will bring extensive experience in Service Desk operations and team leadership. You thrive in fast-paced environments and excel at managing and mentoring a team to deliver exceptional customer service to all stakeholders, ensuring SLA compliance and efficient incident resolution. You are confident in making sound decisions under pressure and implementing effective solutions to complex challenges. Through your leadership, you motivate and empower your team to achieve outstanding results, fostering a collaborative culture focused on continuous improvement and service excellence.

This position operates in the context of Leading Others. This means that you will motivate and enable others to deliver high quality work. You will balance time between doing the work and coaching, guiding and developing others. This requires a significant shift in thinking from ‘doing’ to supporting others to ‘do good work’; and consideration of present and future needs when allocating time to the team and projects you lead. You will articulate how work is to be done, providing clear direction and feedback. 

How to Apply:

If you have what it takes to be part of our dynamic and forward-thinking team, submit the following in MS Word or PDF format only:

1. A comprehensive CV that shows your skills, experiences and key achievements, including the contact details of two referees (with one being your current or most recent supervisor).

1. Cover letter of two (2) pages or less, outlining how you meet the essential requirements of the role and demonstrate leadership behaviours.

Please ensure you apply before the closing deadline as we won’t accept late and incomplete applications.

Further Job-Related Information:

Please contact Priya Ullagaddi on (08) 9262 12***for further information about the position (not to be contacted for Applicant Information Packs or assistance with lodging your application).

To assist you in preparing your application, please refer to the Applicant Information Pack, Job Description Form, and Leadership Behaviours. Additionally, the WA Jobs and Workforce Hub provides information on working in Western Australia. This includes guidance on applying for government sector jobs, industry insights, application tips, relocation resources, training opportunities, and apprenticeships.

If you are unable to view or download these documents, please contact us by calling (08) 6557 81***(select option 1) or email ***********@dohw.wa.gov.au, quoting the reference number VCID03393 for support.

Currently there is one (1) permanent full-time position available for filling. Whilst this selection process will initially be used to appoint to this advertised vacancy, it may also be used to appoint to similar positions that may arise in the Agency within the next eighteen (18) months on a full-time, part-time, permanent or fixed-term basis with the possibility of further extension(s) and/or permanency.