QRIDA is seeking an experienced and proven performer for the role of Service Desk Lead who will be responsible for overseeing the day-to-day operations of the Service Desk team, ensuring the delivery of high-quality IT support services to internal and external stakeholders. The role involves managing service desk staff, monitoring performance, driving continuous improvement, and ensuring alignment with organisational goals and service level agreements (SLAs). For a full description of the role, please refer to the role description attached.

Job details

As the Service Desk Lead, you will mentor, and coordinate the Service Desk team, fostering a collaborative and high-performing culture.

Key responsibilities include but are not limited to:

• Oversee the day-to-day operations of the service desk, ensuring adherence to ITIL best practices and organisational policies.
• Monitor and manage incident resolution, service requests, and escalations to meet SLAs and KPIs.
• Ensure effective deployment, configuration management, and maintenance of IT systems and services.
• Analyse service desk performance metrics to identify opportunities for improvement in service delivery and operational efficiency.
• Implement strategies to enhance customer satisfaction, reduce resolution times, and optimise team performance.

For a full description of the key responsibilities, please refer to the role description attached.

Working at QRIDA

Joining our passionate team means an opportunity to learn, further your career, have your ideas heard and make a difference for rural and regional Queenslanders every day.

Staff have access to:

• Salary Packaging, 12.75% super and leave loading
• Flexible working arrangements including balancing of in office/working from home arrangements
• Employee Performance and Development
• Learning & Development including access to the QRIDA Aspire Scheme
• Employee assistance and benefits programs including access to Rewards Gateway (after meeting eligibility requirements)

QRIDA is a small organisation of just over two hundred employees. We value diversity in our community and work hard to foster an environment of inclusivity and trust.

Our Role and Purpose

The Queensland Rural and Industry Development Authority (QRIDA) is a specialist provider of government financial and advisory support to rural and regional Queensland.

As a statutory body of the Queensland Government we have been helping primary producers and industry recover from natural disaster, improve sustainability and profitability, make a start in business, and overcome difficult conditions, for over 30 years.

As the Queensland Government's experts in rural finance, we also administer the State Government's Farm Business Debt Mediation program, the Farm Debt Reconstruction Office, conduct a biennial Rural Debt Survey, undertake research and provide advice to the Minister for Agricultural Industry Development and Fisheries and Minister for Rural Communities.

QRIDA is empowered under the Rural and Regional Adjustment Act 1994 to deliver additional programs and services across a range of industry sectors and to local, state and territory governments throughout Australia and for the Australian Government.

We're committed to do more to be a proactive, responsible and reliable provider of financial management services and assistance to create sustainable rural communities.

To see what we are working on now visit our website at www.qrida.qld.gov.au

Further information

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

To apply for this position please download a copy of the 'Applying for a Job at QRIDA' guide and follow the instructions, particularly, with regards to providing a statement addressing each selection criteria separately as part of your application.

Documents

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

• AO5 Service Desk Lead July2026 (PDF, 291KB)
  
  
  Applying for a Job at QRIDA Guide (PDF, 233KB)