Support Team Leader (Service Desk)

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you will love this opportunity as Support Team Leader (Service Desk) at Civica

At Civica, we do more than deliver software solutions – we help organisations that support communities to thrive. We are looking for an experienced Support Team Leader (Service Desk) to lead and inspire our frontline support team.

As a Support Team Leader (Service Desk), you’ll take ownership of the day-to-day delivery of our frontline support services, ensuring that customers receive exceptional service every time.

• Lead & Inspire: Manage, coach, and develop Level 1 Support Analysts across their entire career journey (from onboarding to progression) while fostering a high-trust, high-performance culture.
• Deliver Service Excellence: Manage team schedules and customer cases to make sure queries and escalations are handled quickly and professionally.
• Champion Knowledge & Improvement: Encourage your team to share and build knowledge, help customers find answers themselves, and make sure more issues are fixed the first time.
• Empower Growth: Support your team’s professional development through mentoring, PDPs, and skill tracking, while creating pathways for future leaders.
• Collaborate & Influence: Build strong relationships with peers, stakeholders, and customers, representing the support team in reviews and contributing to wider Civica initiatives.
• Shape the Future: Use data insights to identify emerging trends, recommend improvements, and play an active role in continuous service enhancement.

Requirements

In this role, you’ll be responsible for leading our frontline Support Team while ensuring the consistent delivery of high-quality customer support services. Your focus will be split across team leadership, operational delivery, and continuous improvement.

Essential skills for excelling in this role:

• At least 2 years’ experience in a supervisory role within an IT support environment, with the ability to make independent decisions and adapt to changing priorities.
• Strong leadership skills with the ability to adapt to changing priorities.
• Excellent customer service skills, with strong listening, written, and verbal communication abilities.
• Strong interpersonal and relationship-building skills with attention to detail.
• Experience with IT support case management systems and solid knowledge of service desk concepts.
• Able to manage multiple work streams in an SLA-driven environment.
• Commercial awareness and the ability to balance customer needs with business goals.

Technical skills:

• ITIL v3+ Foundation certification (essential).
• Proficiency with Microsoft Windows and Office.
• Experience with enterprise software in similar markets to Civica (e.g., Community Care, Education, Health, Housing, Library, or Local Government) is a plus.

If you are passionate about customer service, skilled at people leadership, and thrive in an SLA-driven environment, we’d love to hear from you.

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.