- Narre Warren, Hybrid & Flexible Working Options
- Permanent, Full Time
- $ 112,203 - $ 125,554 + Superannuation (Band 7)
- Monthly RDO for full-time 40-hour weeks
Why Choose City of Casey
The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents and over 36,000 businesses who call Casey home.
Our multi-award winning, architecturally designed workplace - located in Bunjil Place in Melbourne's southeast – inspires collaboration and creativity. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.
Why You’ll Love Working with Us
At the City of Casey, we know that great people deserve a great workplace. That’s why we offer an environment designed to help you thrive both professionally and personally.
- True flexibility with hybrid work, compressed hours, RDOs and the option to purchase additional leave, because life comes first.
- Our Ways of Working (OWOW) - our activity-based model allows you to work in different spaces, locations and with the latest technology.
- Reproductive health leave, up to 5 days of paid leave to support our employees
- THRIVE Wellbeing Program - access a suite of wellbeing initiatives, learning opportunities and resources to support your mental, physical and emotional wellbeing.
- 24/7 confidential counselling for you and your immediate family, offering support whenever you need it.
- Family‑friendly leave options, including 16 weeks paid primary caregiver leave, to support you through life’s biggest moments.
- Ongoing professional development to help you grow your skills and advance your career.
- Free Workout Wednesdays, discounted gym memberships and an onsite café - convenience in one place.
- Private Health discounts for employees, through the access of the local government health plan.
- Enjoy our stunning, architecturally designed workspace, complete with free coffee, a community library and free parking.
- Be part of a team that truly lives its values: Dream Big, Empower Each Other, Make Our Community Proud.
- Paid Christmas Shut Down Leave
- And more https://www.casey.vic.gov.au/benefits-of-working-city-of-casey
About the Role
Lead a high performing Service Desk team delivering operational support to internal customers of the City of Casey. Take ownership of the end-to-end management of incidents and requests and collaborate with other operational teams to strengthen and expand Service Desk capabilities.
What You’ll deliver
- Lead the Service Desk team to ensure consistent operational efficiency and high-quality service delivery.
- Drive capability uplift within the team, with a strong focus on improving first call resolution and overall service outcomes.
- Measure customer satisfaction and leverage insights to identify opportunities for continuous service improvement and enhanced customer experience.
- Drive continuous improvement and Automation across both the service desk and device management.
- Drive the efficient and effective delivery of all IT support services, meeting all service level agreements (SLAs) and key performance indicators (KPIs)
- Lead escalation and major incident management processes, continually improving escalation pathways and ensuring timely, clear customer communications during outage.
What You’ll Bring
- Tertiary qualifications in Computer Science, Software Engineering, Information Technology or equivalent industry experience.
- Demonstrated experience leading a Service Desk team and strong experience in Service Desk
- Strong technical understanding of end-user computing, applications, and supporting infrastructure sufficient to lead service operations and escalation decisions.
- Experience using ITSM tool such as ServiceNow
- Strong written and verbal communication skills, with the ability to engage effectively with technical teams, vendors, and business stakeholders.
- Understanding of information Technology Infrastructure Library (ITIL) framework » Experience with applying a variety of methods and frameworks to help stakeholders understand and adopt new standards and practices »
- Persistent and effective in resolving complex issues, applying a balanced approach of analytical reasoning and creative thinking to achieve practical outcomes. [
- Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check, Eligibility to Work check
How to Apply
If you’re passionate about making a difference and want to be part of a forward-thinking team, we’d love to hear from you!
Apply online by submitting your cover letter and resume. No need to address selection criteria.
For enquiries, contact Matthew Phillips, Head of IT Engineering and Support, at mphillips@casey.vic.gov.au or 9709 9826
Applications close at 11:55pm on Wednesday 13 May 2026.
Please note: Applications are only accepted via our online portal.
Our Commitment to Diversity & Inclusion
The City of Casey is proud to be an inclusive, child-safe, and equal opportunity employer.
We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islanders, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds.
We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments.
For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or Talent@casey.vic.gov.au.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Please note: Unsolicited emails or approaches from recruitment agencies will not be accepted
The City of Casey reserves the right not to make any appointments for this position.
For more information about the City of Casey and to stay updated, follow us on LinkedIn.
