Queensland Parliamentary Service is seeking a highly experienced and seasoned IT Support Transformation Lead to lead the transformation of our Service Desk and IT support capabilities. This strategic leadership role will oversee Service Desk transformation, IT service management improvements, contact centre optimisation, operational performance, and team capability development. The successful candidate will bring strong leadership experience, a customer-focused mindset, and a proven record of delivering measurable improvements in IT support environments.

Job details

Do you have a passion for creating a legacy of a high performing Service Desk that continues to deliver exceptional customer service for years to come? Are you an experienced leader who can implement systems and processes to drive operational excellence, builds high-performing teams, and leads meaningful change? 

Queensland Parliamentary Service is seeking a highly experienced and seasoned IT Support Transformation Lead to lead the transformation of our Service Desk and IT support capabilities. This role offers a unique opportunity to redesign service delivery models, implement contemporary and repeatable service management practices, enhance customer experiences, and build a modern, data-driven support function. The end goal will be a highly responsive, well organised and committed Service Desk who is focused on delivering exceptional service to Members of the Queensland Parliament. Working across Information Services, you will play a critical role in shaping the future of IT support services within a dynamic parliamentary environment.

Key Objectives

• Lead the transformation of Service Desk operations and service delivery capabilities by establishing effective systems and processes.
• Improve service responsiveness that deliver quality outcomes.
• Build contemporary service management, reporting, and workforce capability frameworks.

Your Role

• Develop and deliver a Service Desk transformation roadmap aligned with organisational priorities.
• Review and redesign Service Desk operating models, processes, workflows, and governance arrangements.
• Implement ITIL-aligned service management practices and continuous improvement initiatives.
• Lead daily Service Desk operations and strengthen collaboration across IT technical teams.
• Monitor service performance, manage operational KPIs, and implement corrective actions where required.
• Design and implement a contemporary contact centre capability, including call routing, workforce management, and customer contact standards.
• Improve first-contact resolution, service levels, and customer satisfaction outcomes.
• Optimise ITSM processes, including service categorisation, ticket classification, and data quality.
• Develop meaningful reporting, dashboards, and trend analysis to support operational and strategic decision-making.
• Establish onboarding programs, capability frameworks, career pathways, and coaching initiatives for team members.
• Foster a culture of accountability, ownership, continuous improvement, and service excellence.

What We're Looking For

• Demonstrated experience leading Service Desk transformation initiatives that delivered measurable improvements in service performance, customer satisfaction, and operational efficiency.
• Proven ability to design and implement ITIL-aligned service management practices and frameworks.
• Experience optimising and improving ITSM platforms such as ServiceNow or similar solutions.
• Strong leadership, coaching, and performance management experience in IT support environments.
• Experience designing and managing service reporting frameworks, KPIs, and operational dashboards.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.
• Demonstrated success leading organisational and cultural change.
• Excellent stakeholder engagement, communication, and relationship management skills.
• Commitment to delivering exceptional customer service and continuous improvement outcomes.

What We Offer

At Queensland Parliament you'll see democracy in action. You'll collaborate with talented colleagues across disciplines, contribute to projects that matter, and build a career you're proud of, supported by leadership, mentoring and wellbeing initiatives. Explore what sets us apart below, then discover current opportunities and how to apply.

Find out more: Careers | Queensland Parliament

How to Apply

Applicants should submit a resume and a suitability statement via the SmartJobs website. Your suitability statement (no more than two pages) should outline your suitability for the role, focusing on the experience, skills, knowledge, and abilities referenced in the Selection Criteria within the Role Description.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Applicants are encouraged to review the full information package and Role Description available on the SmartJobs website.

Documents

Before applying for this vacancy please ensure you read the documents below.

• Role Description_IT Support Transformation Lead (PDF, 758KB)
  Role Description
  
  Application Information Package_Precinct Roles (PDF, 502KB)
  Application Kit