The Queensland Parliamentary Service is seeking a client-focused Service Desk Coordinator to lead IT support across Brisbane and 97 electorate offices statewide. Supporting 93 Members of Parliament, we play a vital role in forming Government, making laws, and representing Queenslanders. Our vision is to be the innovative leader in Westminster parliamentary services. In this role, you will manage daily Service Desk operations, mentor staff, resolve incidents, and drive service improvements. You will deliver L1/L2 support, coordinate rosters, and contribute during Sitting Weeks up to 15 weeks annually via an On-Call schedule. We're looking for a proactive leader with ICT qualifications, ITIL certification, strong technical skills, and a passion for client service.

Job details

The Queensland Parliamentary Service is seeking a dynamic and client-focused Service Desk Coordinator for a 12-month temporary appointment. This role champions exceptional IT service delivery across our precinct in Brisbane and 97 electorate offices statewide—from Barron River to Currumbin and Mount Isa.

About the IT Service Area

Located within the Strategy, Policy and Planning Division, our IT Service Area comprises three dynamic teams:

• ICT Categories and Contracts
• Enterprise Architecture and Program Delivery
• IT Operations

This role sits within the IT Operations Team.

Your new role

As Service Desk Coordinator, you'll be the face of Parliamentary IT Services leading a team that delights clients with rapid response times, first-time fixes, and trusted expert advice. You'll coordinate daily operations, mentor team members, and drive continuous improvement in our ICT support services.

Key responsibilities include:

• Provide L1/L2 support across desktop, mobile, and applications.
• Manage demand, triage incidents, and escalate complex issues.
• Coordinate rosters and workloads during core hours and Sitting Weeks.
• Deliver performance insights and maintain support documentation.
• Mentor Service Desk Officers and support career development.
• Participate in a rotating on-call schedule for after-hours support during Sitting Weeks (up to 15 weeks/year).

What we're looking for

A proactive and experienced leader who is client-focused, empathetic, committed to delivering on promises, a change agent who embraces and drives technological transformation, a critical thinker who solves problems creatively, and a curious professional dedicated to continuous learning and excellence.

To thrive in this role, you'll bring:

• A relevant ICT degree, diploma, or equivalent experience.
• ITIL v4 Foundation certification (highly desirable).
• Proven experience leading ICT service delivery in fast-paced environments.
• Strong technical expertise in L1/L2 support and ITSM processes.
• Exceptional communication skills and a talent for building positive client relationships.

You will also share the qualities of our team members:

• Client focused: we put ourselves in the client's shoes
• Committed: we do what we say - accountable to ourselves and the team
• Change agent: we embrace change and support our clients to embrace tech changes
• Critical thinker: we solve problems for our clients, if we can't deliver what they ask for we look for alternatives
• Curious: we constantly seek to improve our knowledge in our respective fields – we strive for perfection

 How to apply

To apply applicants are required to submit the following through the SmartJobs website:

• A current resume.
• A suitability statement, no more than two (2) pages outlining your suitability against the role requirements and alignment to our organisational and team values.

Applicants are strongly encouraged to peruse the Role Description and Application Information Package attached in SmartJobs.

Further information

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

Documents

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

• Application Information Package_Precinct Roles (PDF, 399KB)
  Information Package for Applicants
  
  Service Desk Coordinator - Role Description (A1599867) (PDF, 492KB)
  Role Description