IT Service Desk Chapter Lead

Lead and develop a high-performing Service Desk chapter, improving capability, accountability and colleague outcomes. Shape the next generation of technology support through meaningful leadership, practical innovation and systemic problem solving. Help advance how Comm. Bank uses AI, automation, data and engineering practices to create simpler, smarter support experiences.

Bring your ambition and we’ll help you grow, belong and shape what’s next in technology support. Do Work That Matters Sitting within the Chief Technology Office, Intelligent Digital Experience brings together people, AI, automation, engineering and frontline experience to create simpler, smarter ways for colleagues to get the technology help they need.

As Chapter Lead – IT Service Desk, you’ll lead and develop a high-performing chapter of Service Desk professionals while helping shape the evolution of Intelligent Digital Experience. You’ll balance people leadership, operational performance and technical capability development with a practical understanding of the colleague experience.

Your leadership will create the conditions for people to grow, solve recurring problems at their source and deliver measurable improvements. See yourself in our team You’ll work across Chapters, Squads and technology teams to turn frontline insight into better services, smarter automation and more sustainable technology outcomes.

You will: Lead, coach and develop Chapter members through clear expectations, meaningful feedback, career conversations and practical learning opportunities. Build an engaged, inclusive and accountable chapter that consistently delivers quality service and colleague outcomes. Use service data, customer feedback and operational trends to identify root causes, improve performance and prioritise systemic fixes.

Champion an engineering mindset across the Service Desk, including automation, knowledge intelligence, observability, proactive prevention and continuous improvement. Partner with Product Owners, Chapter Leads, engineering, platform, security and support teams to resolve dependencies and deliver sustainable outcomes. We’re interested in hearing from people who: You’re an experienced technology support leader who combines strong people leadership with curiosity, sound judgement and a drive to improve how services work.

You can create clarity through change, build technical confidence in others and bring operational and technology teams together around shared outcomes. Proven experience leading a Service Desk or technology support function, including coaching, performance, engagement and career development. A genuine passion for technology and developing people, with the ability to create practical pathways for technical growth.

An engineering and systems-thinking mindset, supported by experience in data-led improvement, root-cause analysis, automation and prevention. A creative, customer-focused approach to problem solving and curiosity about how AI, digital channels and emerging technologies can improve support experiences. Working with us: Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace.

One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day. Here, you’ll thrive. You’ll be supported when faced with challenges and empowered to tackle new opportunities. You’ll be empowered to do your best work and contribute to the future success of the Group.

We really love working here, and we think you will too. If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. We're aware of some accessibility issues on this site, particularly for screen reader users.

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