WorkCover Queensland is entering an exciting new chapter, guided by our 2030 Strategy and a commitment to delivering exceptional experiences for our people and customers. As part of our Technology team, we’re transforming how we work and moving beyond traditional service delivery to create a digital workplace that empowers productivity and satisfaction.

We’re looking for a Manager Service Desk who is passionate about delivering customer-focused technology experiences. This is a leadership role where you’ll set the tone for a proactive, responsive service culture and lead a team that provides seamless support across the organisation.

What you’ll do

• Lead the Service Desk function, ensuring exceptional frontline support that prioritises responsiveness and customer satisfaction.
• Shift the focus from SLA-driven performance to experience-led (XLA) outcomes.
• Drive knowledge management and self-service initiatives to empower users and improve first-contact resolution.
• Monitor service performance and implement continuous improvement initiatives that enhance digital employee experience.
• Collaborate with Desktop Support and other technology teams to ensure seamless escalation handling and resolution.
• Represent the Service Desk in governance, change, and problem management forums to ensure user impact is considered.
• Contribute to the IT Service Management Leadership Team, supporting BAU outcomes, continuous improvement, and transformation initiatives.

What we’re looking for

You’re a people- and customer-focused leader who thrives in complex environments. You balance strategy with action—motivating your team, building capability, and leading from the front to show what great service looks like.

• Minimum 7 years in IT service operations, with at least 3 years leading a Service Desk in a complex environment.
• Strong knowledge of ITIL v3/4 service operations and practices; ITIL certification required.
• Experience implementing or optimising ITSM platforms and self-service portals.
• Proven success in major incident management, problem eradication, and knowledge program uplift.
• Familiarity with XLA principles and continuous improvement methods (Lean, KCS, SIPs).
• Exceptional leadership and communication skills, with the ability to influence stakeholders and foster a culture of service excellence.
• Tertiary qualification in IT or related discipline.

A bit about us 

Our vision is to be the best worker’s compensation insurer, to make a positive difference to people’s lives and to keep Queenslanders working.  

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you’re someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover.   

Working in a collaborative team environment within a supportive and engaged organisation, you'll enjoy access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance.   

How do I apply? 

If you’re ready to lead a team that delivers exceptional customer-focused technology experiences and want to make a real impact, we’d love to hear from you. Applications close Friday 12th December at 5:00pm.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them. 

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).