IT Service Experience Lead

Gilchrist Connell
Australia

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Job Details

Full-time
9 days ago

Full Job Description

national

Full-time

24 June 2026

Lead IT support service at a firm that puts people first. At Gilchrist Connell, technology is how we enable our people to do their best work.

We’re looking for an exceptional IT Service Experience Lead to lead, inspire and elevate our IT support function.

This is a career-defining role for someone who loves building high-performing teams, improving service experiences, and making technology actually work for people.

If you’re equal parts leader, operator and experience‑driven thinker — keep reading.

The Role

Reporting to the Head of Information Technology, you’ll own the day-to-day leadership and performance of our IT Service Desk and user experience function across the firm.

You’ll be the go-to problem solver, coach and escalation point, ensuring our people receive consistent, high-quality, user-focused technology support. This is a hands-on leadership role within a national, high-impact team — where your influence will be seen and felt every day.

What You'll Be Doing

You’ll be trusted to:

Lead, mentor and develop a high-performing IT support team with clarity, accountability and a strong customer focus
Create a service-first culture, ensuring every interaction is professional, clear and solution-focused
Act as the primary escalation point for complex issues, keeping the business moving when it matters most
Oversee incidents, requests and problems, ensuring they are properly logged, prioritised and resolved through our service desk system.
Monitor service trends and performance, identifying opportunities to reduce repeat issues and improve resolution times
Allocate and prioritise workloads so business-critical issues are handled quickly and effectively
Build capability across the team in technical skills, troubleshooting and communication
Support and coordinate delivery across core systems
Oversee IT end-to-end onboarding and offboarding, ensuring a seamless technology experience for all staff
Improve processes, documentation and workflows to drive consistency, efficiency and continuous improvement
Manage IT assets and ensure accurate tracking across the full lifecycle
Partner with the wider IT team to align service delivery with broader technology strategy and priorities

What You'll Bring

You’re someone who:

Has experience leading an IT service desk or customer-facing technology team
Leads with a customer-first mindset, not just a technical one
Brings a strong background in IT service delivery and support within a professional services environment
Thrives on prioritisation, problem-solving and managing competing demands under pressure
Builds strong relationships across technical and non-technical stakeholders
Is confident with service desk tools, ticketing systems and asset management processes
Communicates with clarity, confidence and professionalism at all levels
Is always looking for ways to improve how things work — and how they feel for users

Why Gilchrist Connell?

For the sixth consecutive year, we’ve been recognised as an Australasian Lawyer 5-Star Employer of Choice. We’re also proud to be certified as a Family Friendly Workplace and Great Place to Work, and we are a WGEA Employer of Choice for Gender Equality. In 2027, we were also recognised in the Best Law Firms list by Best Lawyers. These recognitions are important because they reflect the kind of workplace we are committed to building: one where people are supported, included and empowered to do meaningful work.

For this role, that means joining a national firm with a strong reputation, a genuinely supportive culture and a clear focus on making technology work better for our people.

But more importantly:

We care deeply about how technology actually impacts user experience
We invest in systems, tools, and the teams that support them
We’re focused on continuous improvement, not standing still
We believe service experience matters just as much as technical capability

Contact

We encourage applications from individuals of diverse backgrounds, including First Nations peoples, LGBTIQA+ communities, people with disability, and individuals of all ages and cultures.

We’re committed to a safe, inclusive and equitable workplace where everyone can thrive.

If this opportunity sounds of interest, please talk to our Talent Acquisition Manager, Rachel Gerreyn on +61 467 486 867. Alternatively, hit the button to submit your CV and cover letter.

A quick note to agencies - we do not need support with this role at present. Thank you.

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The Role

What You'll Be Doing

What You'll Bring

Why Gilchrist Connell?

Contact

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