Division/Section: Business Services / Digital Information & Technology

Position Type: Permanent Full Time (9 day fortnight, 36.25 hours/week)

Salary Range: LGO5 ( $95,030 - $99,181 per annum + superannuation) based on skills, qualifications and experience

Location: Townsville

Application Close: 11:45pm, Tuesday 28 July 2026.

About The Role

As Senior Service Support Officer, you will lead and coach a team of IT Service Support Officers, fostering a high-performing, customer-focused service environment. You will take ownership of day-to-day service desk operations, including work allocation and triage, resource planning, escalation management, operational leadership, and the preparation of clear communications for a range of audiences. Working alongside the team, you will help ensure the delivery of responsive, high-quality IT support services across Council.

You will oversee incident management, service requests and problem resolution, using performance data and insights to identify opportunities for continuous improvement. The role is also responsible for maintaining knowledge base content, work instructions and operational procedures, supporting change management activities, and assisting with the transition of new projects, systems and services into operational support. Staying informed of emerging technologies, industry trends, legislation and policy requirements, you will play a key role in maintaining effective, reliable and customer-centric IT services.

About You

• Extensive experience in an IT Service Desk environment, including leadership of a customer-focused support team.
• Degree qualifications in Information Technology or a related field, or equivalent demonstrated experience. ITIL qualifications will be highly regarded.
• Strong knowledge of IT service management practices, particularly within a centralised service delivery model.
• Experience supporting and administering technologies such as ServiceNow, Microsoft Windows environments, Active Directory, Exchange, VMware, Intune, networking infrastructure, remote support tools, mobile devices, and security platforms.
• Experience using customer service and service management tools, including ticketing systems, knowledge bases, call centre technologies, and workforce/resource planning systems.
• Well-developed communication skills, with the ability to engage diverse stakeholders, deliver quality customer outcomes, and provide user education and support.
• Strong interpersonal, consultation, negotiation, and relationship-building skills.
• Proven problem-solving and decision-making capability in complex technical environments.
• Current Queensland Class C Driver Licence.

Townsville City Council is the largest local government authority in Northern Australia. We’re committed to supporting our people through a strong focus on work–life balance, a positive and inclusive culture, and a shared passion for making a meaningful impact in our community.

We have a range of benefits that confirm this commitment:

• 5 weeks annual leave + 17.5% leave loading
• 3 weeks Personal/Carers Leave
• 14 weeks paid Parental Leave
• Domestic and Family Violence Leave
• Natural Disaster Leave
• Annual wage progression
• Up to *13.5% Superannuation employer contribution for contributing members
• Salary Sacrifice opportunities
• Access to a range of learning and development opportunities, including on-the-job learning and formal training programs
• Fitness Passport program offering discounted membership to selected health and wellbeing facilities
• Employee Loyalty Program offering discounts at selected local businesses
• Employee Assistance Program
• The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.

Contact Person: Twyan Grace

Contact Email: [email protected] (for position enquiries only)

How To Apply

Your application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume which should confirm any licences and qualifications your hold.

For Further Information Review The Position Description.

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!

All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a ‘zero tolerance’ policy to drugs and alcohol in the workplace.

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact hr_[email protected] or phone 07 4727 9004 for a confidential discussion.

Attachments

• Senior Service Support Officer_PD.pdf