Ipswich Girls’ Grammar School including Ipswich Junior Grammar School offers high quality, non-denominational education to students from Kindy to Year 12 (co-education from Kindy to Year 6, girls only Years 7-12). Established in 1892, the School is one of eight original Grammar Schools in Queensland. At Ipswich Girls’ & Junior Grammar School we aim to educate students so that they love to learn for life, and lead with grit and grace.  We pride ourselves on providing a personalised, holistic education with a focus on academic excellence.THE OPPORTUNITYOnly 30-minute drive from Brisbane, the School’s heritage-listed campus is conveniently located in the middle of Ipswich.  We offer the opportunities of a large city, with the quiet feel of a smaller town.Ipswich Girls’ Grammar School, together with Ipswich Junior Grammar School, is seeking an experienced and motivated ICT Helpdesk Team Leader to provide frontline leadership across our technology services. This newly created role focuses on strengthening service management practices, reducing operational load on senior technical staff, and delivering high‑quality, hands‑on Level 2 support in a dynamic educational environment.Reporting to the Director of ICT, this permanent full-time role is responsible for leading daily ICT Helpdesk operations to ensure consistent service delivery, efficient triage, and effective escalation. Key focuses of the role include:Lead and coordinate the ICT Helpdesk function, including queue oversight, prioritisation, ticket assignment, and workflow consistency.Act as the primary escalation point for Level 1/Level 2 incidents and service requests; ensure timely escalation to Systems, Infrastructure, and Applications & Data roles with high-quality diagnostics.Provide hands-on Level 2 support for complex issues and classroom-impact incidents; assist during peak load.Develop and maintain service desk standards: knowledge base, runbooks, onboarding/ offboarding checklists, and standard operating procedures.Monitor service performance (ticket volumes, ageing, response times) and provide regular reporting and improvement recommendations to the Director of ICT.Coach and mentor Helpdesk staff; provide feedback and performance review input to the Director of ICT; support capacity development and knowledge sharing.Coordinate vendor engagement for AV support and warranty repairs to ensure timely resolution and effective communication with stakeholders.WHAT YOU WILL BRING To be successful in this role, we’re looking for:Demonstrated experience in ICT service desk operations and providing Level 2 support.Strong customer service, communication and stakeholder management skills.Ability to coordinate work across a small team; coach and develop others.Working knowledge of service management practices (incident/ request/ change, knowledge management).Ability to prioritise, remain calm under pressure, and mange competing demands in a school environment.Relevant ICT qualifications and/ or equivalent experience.Culture fit and attitude are also highly important to us, so is a passion for the work you do, and the ability to understand and work within our vision, mission and values is paramount to your success in this role. APPLY NOWIf this sounds like you and you are interested in joining a highly respected school community, click the APPLY NOW button via SEEK and provide a copy of your CV, and a cover letter outlining your experience as it relates to this role.  The successful candidate will be able to take advantage of our great benefits program such as access to Salary Sacrificing including additional superannuation opportunities, ongoing professional development, and a supportive and engaging work environment.We thank you for taking the time to send us your application for this role. We assess every application and will contact you directly if you are successful in moving to the next stage. Whilst applications must be sent to us by Monday 6 April 2026, applications will be considered and progressed accordingly prior to the closing date. POSITION DESCRIPTION AUD Ipswich 4305

ICT Helpdesk Team Leader

  • Full Time Permanent | Commencing April 2026
  • Salary range - $86,186 - $93,145 + 12% super
  • Supportive management + great work / life balance

Ipswich Girls’ Grammar School including Ipswich Junior Grammar School offers high quality, non-denominational education to students from Kindy to Year 12 (co-education from Kindy to Year 6, girls only Years 7-12). Established in 1892, the School is one of eight original Grammar Schools in Queensland. At Ipswich Girls’ & Junior Grammar School we aim to educate students so that they love to learn for life, and lead with grit and grace.  We pride ourselves on providing a personalised, holistic education with a focus on academic excellence.

THE OPPORTUNITY

Only 30-minute drive from Brisbane, the School’s heritage-listed campus is conveniently located in the middle of Ipswich.  We offer the opportunities of a large city, with the quiet feel of a smaller town.

Ipswich Girls’ Grammar School, together with Ipswich Junior Grammar School, is seeking an experienced and motivated ICT Helpdesk Team Leader to provide frontline leadership across our technology services. This newly created role focuses on strengthening service management practices, reducing operational load on senior technical staff, and delivering high‑quality, hands‑on Level 2 support in a dynamic educational environment.

Reporting to the Director of ICT, this permanent full-time role is responsible for leading daily ICT Helpdesk operations to ensure consistent service delivery, efficient triage, and effective escalation. Key focuses of the role include:

  • Lead and coordinate the ICT Helpdesk function, including queue oversight, prioritisation, ticket assignment, and workflow consistency.
  • Act as the primary escalation point for Level 1/Level 2 incidents and service requests; ensure timely escalation to Systems, Infrastructure, and Applications & Data roles with high-quality diagnostics.
  • Provide hands-on Level 2 support for complex issues and classroom-impact incidents; assist during peak load.
  • Develop and maintain service desk standards: knowledge base, runbooks, onboarding/ offboarding checklists, and standard operating procedures.
  • Monitor service performance (ticket volumes, ageing, response times) and provide regular reporting and improvement recommendations to the Director of ICT.
  • Coach and mentor Helpdesk staff; provide feedback and performance review input to the Director of ICT; support capacity development and knowledge sharing.
  • Coordinate vendor engagement for AV support and warranty repairs to ensure timely resolution and effective communication with stakeholders.

WHAT YOU WILL BRING

To be successful in this role, we’re looking for:

  • Demonstrated experience in ICT service desk operations and providing Level 2 support.
  • Strong customer service, communication and stakeholder management skills.
  • Ability to coordinate work across a small team; coach and develop others.
  • Working knowledge of service management practices (incident/ request/ change, knowledge management).
  • Ability to prioritise, remain calm under pressure, and mange competing demands in a school environment.
  • Relevant ICT qualifications and/ or equivalent experience.

Culture fit and attitude are also highly important to us, so is a passion for the work you do, and the ability to understand and work within our vision, mission and values is paramount to your success in this role.

APPLY NOW

If this sounds like you and you are interested in joining a highly respected school community, click the APPLY NOW button via SEEK and provide a copy of your CV, and a cover letter outlining your experience as it relates to this role. 

The successful candidate will be able to take advantage of our great benefits program such as access to Salary Sacrificing including additional superannuation opportunities, ongoing professional development, and a supportive and engaging work environment.

We thank you for taking the time to send us your application for this role. We assess every application and will contact you directly if you are successful in moving to the next stage.

Whilst applications must be sent to us by Monday 6 April 2026, applications will be considered and progressed accordingly prior to the closing date.