Contract Opportunity: ICT Service Desk Manager / Senior Support Analyst
Day Rate: £800–£1,000 per day | 3-Month Contract | Hybrid (some on-site required)
We're currently working with a public sector organisation seeking an experienced ICT Service Desk Manager / Senior Analyst for an initial 3-month contract. This role offers a great balance between hands-on technical work and team leadership, making it ideal for a contractor who can lead from the front while remaining technically involved.
About the Role: This is a hybrid position requiring a 50/50 split between managing a small service desk team and providing hands-on support. You’ll act as a level 3 escalation point, contribute to service improvements, and help reduce incident volumes through better process and knowledge management.
Key areas of responsibility include:

• Managing the day-to-day operations of the ICT Service Desk, ensuring incidents and service requests are resolved promptly and professionally.
• Acting as a technical escalation point across Microsoft 365, Intune/Autopilot, SharePoint, and desktop environments.
• Supporting backlog clearance, drafting briefing notes for license renewals, and assisting in the development of service documentation.
• Leading and mentoring a small team, promoting a strong customer-service culture and ensuring alignment with organisational values.
• Driving continuous improvement initiatives and identifying opportunities to reduce recurring incidents.
• Supporting incident, problem, and change management processes in line with ICT policies, cybersecurity, and data protection standards.
• Utilising Jira and Agile methodologies to manage and report on team performance and priorities.

Candidate Profile: We’re looking for someone who is:

• Technically confident and hands-on, especially with Microsoft 365 technologies and end-user support.
• Experienced in managing or leading ICT service desks or support teams.
• Comfortable communicating with stakeholders at all levels and promoting a culture of service excellence.
• Proactive, adaptable, and capable of making an immediate impact.

Desirable Experience:

• Relevant tertiary qualifications in IT or related disciplines.
• Previous experience improving service desk practices and supporting team capability development.
• Familiarity with Agile delivery and tools such as Jira.

Start Date: ASAP
Contract Length: 3 Months
Rate: £800–£1,000/day (depending on experience)
Location: Hybrid (with some on-site requirements in Queensland)