Support Team Leader (Service Desk)

Role & responsibilities

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

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), youll 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 teams 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.

Preferred candidate profile

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.

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 -

We provide an inclusive,safe, and welcoming environment to all Civicans

Giving culture -

Flexible Work -

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