Team Manager Infrastructure, Support & Operations

Company Description

Townsville City Council is the largest regional council in Queensland, serving a diverse community of more than 205,000 residents in the capital of Northern Australia. The Council is focused on sustainable growth and economic development through strong leadership, meaningful community engagement, and innovative partnerships.

Employees deliver essential local government services, including roads and infrastructure, environmental protection, local parks, and neighbourhood planning. Townsville City Council promotes open, respectful communication with the community and maintains clear standards to ensure inclusive, lawful, and constructive public discussion.

Role Description

The Team Manager of Infrastructure, Support & Operations is a full-time, on-site role based in Townsville, QLD. This role is responsible for leading and mentoring a team that manages Council's infrastructure, technical support, and operational services, ensuring reliable and secure systems for internal stakeholders and the community. Day-to-day tasks include overseeing service delivery, coordinating incident and problem management, prioritising workloads, and aligning operations with organisational strategies and service levels.

The role involves collaborating with other departments, managing vendors and contracts, monitoring performance metrics, and driving continuous improvement in infrastructure, support processes, and operational resilience. The Team Manager also contributes to planning, budgeting, risk management, and the implementation of new technologies and infrastructure projects.

Qualifications

• Demonstrated experience in leading infrastructure, support, and operations teams in a complex environment, with strong people leadership and mentoring capabilities.
• Proficiency in IT infrastructure management (e.g., networks, servers, cloud or hybrid environments) and operational support frameworks such as ITIL or similar.
• Strong skills in service delivery management, incident and problem management, and stakeholder engagement across technical and non-technical groups.
• Experience in vendor and contract management, including coordination of external service providers and evaluation of service performance.
• Ability to plan and manage projects, budgets, and resources, including risk assessment and mitigation for critical infrastructure and operations.
• Excellent analytical, troubleshooting, and decision-making skills, with a focus on process improvement and operational efficiency.
• Clear and confident communication skills, both written and verbal, with the ability to collaborate and negotiate effectively at multiple levels.
• Relevant tertiary qualification in Information Technology, Engineering, Business, or a related discipline, or equivalent experience.
• Previous experience within local government, public sector, or large enterprise environments is desirable.
• Commitment to safe work practices, inclusive leadership, and delivering high-quality services to the community.