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ICT Service Desk Team Leader


  • Opportunity for an ongoing full-time position available
  • Friendly, professional team of staff
  • Competitive remuneration package with salary packaging benefits available

About the organisation

We are a leading community support organisation working alongside people to live the life they aspire to, their way, providing a broad range of support in Homelessness, Justice, Disability, Palliative Care, Early Childhood Intervention Services (ECIS), and Early Years and Education service areas. A career with us means you are part of an organisation making a real difference.

Find out more about us!

About the role

Working closely with the ICT Infrastructure Manager, the ICT Service Desk Team Leader supports staff and the business of MCM through the delivery of client focused, fit for purpose systems and processes, underpinned by service level agreements, a service catalogue and alignment to ILIT processes.

The position requires an ability to learn quickly, resource planning and allocation skills, project management skills, communication skills, good analysis skills and well-rounded written and verbal skills. Importance is placed on getting the customer ICT system operational to minimise loss of productivity for the individual and the business. Ensuring the completion of support requests within designated SLA’s requires diligence and competence necessary for this role.

Duties include but are not limited to:

  • Lead and manage the MCM ICT Service Desk team ensuring it is appropriately resourced and skilled to provide first and second level customer support for all ICT Services according to SLA’s, work practices and procedures.
  • Identify and implement opportunities for improving Service Desk capability and services.
  • Escalation any areas of concern (skills gaps, potential problems) to senior management and ownership of ICT related problems.
  • Provide Level 1 and 2 customer support for all IT Services.
  • Event, Incident, Problem, Change, Access and Requests management related to desktops, laptops, mobile devices, according to SLA’s, work practices and procedures in line with ITIL standards.
  • Manage allocation of assets, including procurement & purchasing of ICT equipment and assets.
  • Vendor management of ICT Suppliers in provisioning of 1st/2nd tier ICT services.
  • Develop reports and dashboards in Service Now to help understand where improvements can be achieved.
  • Consult with MCM business entities to discuss ongoing ICT issues, trends and opportunities to improve both ICT service offering and underlying support.

Skills & experience include but are not limited to:

  • Significant demonstrated first and second level experience in supporting desktop, server, network and telephony systems, with relevant ICT qualifications/certifications.
  • Significant demonstrated experience working in a hybrid application and infrastructure environment, a mixture of on premise, SaaS and IaaS.
  • Experience with the following technologies: 
  • Windows 10/Server 2012-2019; Azure AD / Intune; Office 365; SCCM; 
  • Service-now; Active Directory; Hyper-V; Skype & Teams; Follow Me Print and MFD.
  • A range of ICT security software that covers the desktop environment; the external firewall; web browsing environment and more.
  • Experience with ICT Management Tools.
  • Experience with and an in-depth understanding of LAN/WAN network environments, firewall traversal, logging tools, encryption systems, wireless, and Internet based information systems including cloud and social computing.
  • Experience in developing, implementing, documenting and monitoring delivery of service desk functions in line with the ITIL framework, including the development of SLA’s and a service catalogue; incident management; change management and request management.
  • Excellent communication skills (written and verbal) with an ability to work within a team and communicate effectively at all levels.
  • High-level problem-solving skills and a strong work ethic, with the ability to multi task and work independently.
  • Strong analytical, observation and organisational skills.
  • Ability to build and maintain relationships and negotiate with a range of stakeholders, vendors and business application owners, ensuring roles and responsibilities are clearly established and maintained.
  • An understanding of the requirements for ensuring child safety. 
  • Satisfactory completion of safety screening including a National Police check, International Police check (if required), a current Victorian Working with Children Check (Employee), current Victorian Drivers Licence, and the right to work in Australia. 


  • Project management skills and experience.
  • Proven experience supporting, educating and managing employees.
  • Experience in working in the not for profit sector (NFP).
  • An experience with working with third party vendors in the implementation of large change agendas.
  • Current ITIL Foundation level certification.

A position description containing further information is attached.


We offer a competitive remuneration package including an attractive salary, access to tax-effective salary packaging arrangements and supportive work/life balance provisions. MCM recognises the importance of investing in the training, learning and development of our employees.

How to Apply

Aboriginal and Torres Strait Islander people are encouraged to apply.

Applications should include a current CV and cover letter and address the key selection criteria.

Applications to be sent via the Apply Now button which opens an application form on the MCM website.

Applications close at 5pm on 13 August 2020.

For more details or if you have any issues with the application please email: using the subject line: ICT Service Desk Team Leader. We reserve the right to interview and appoint prior to the closing date.

Applicants will be required to undergo a pre-employment safety screening process as part of the MCM selection process. Appointments to MCM roles will be subject to the following safety screening checks (as applicable to the role): National (and International if applicable) Police check (which includes Proof of Identity check), Victorian Employee Working with Children Check, and current and valid driver license. All costs associated with safety screening checks (except National Police Check) will be at applicants’ expense.

Our commitment to diversity

At MCM, we embrace differences in gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation. We know that diversity and inclusion helps us to attract, recruit, engage and retain a team of talented people. If you require specific support to apply for this position, please advise the recruiting manager whose contact details are listed in the advertisement. We will work with you to identify the best way to assist you.

Our commitment to safety

MCM is committed to the safety of its clients and employees, taking a zero tolerance approach to violence within the workplace and abuse, including child abuse and abuse of people with disability. All employees are required to comply with the Child Safe Standards.


Position details

  • Date posted

    29 July 2020
  • Closing Date

    13 August 2020
  • Location

    Kings Way
  • Work type

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