IT Service Lead

What are some of the coolest things you like about working in your industry?

Access to all the cool new technology and finding better ways to help our staff here support our valued members.

What do you enjoy most about the work you do?

Getting to speak to different people in the business and helping them do their work to the best of their ability.

What successful strategies have you used that have helped you transition to working in a non-traditional industry?

I have always worked in “non-traditional” industries so that helps a lot. For me, I think that it’s been important to not look at the role as any different to any other role – regardless of the gender of the people I’m working with (which still is majority male but we are getting there!!).    They are still human beings wanting to do the best to help to support their customers to allow them to do their job. I’ve been super lucky that in all my roles, the people I have worked with have been super supportive and don’t have an issue with who I am and what I do.

How did you get started in your career pathway and what helped you along your career journey?

I had been working admin related roles, but they were drying up and I wasn’t feeling overly challenged. I saw an advertisement for an IT business degree course that was a self-paced course which was perfect for me as a young mum.

I had never really had much interest before in IT but saw it as a good opportunity to work in a space that meant I could work in a role helping people (and I’d worked on computers at school and didn’t hate it!). I then, during that course had the opportunity to work with a large organization on their Service Desk for a month doing work experience. This was hugely important as it allowed me to see how what I was learning worked in the real world.

After the work experience, they offered me a full-time role, so I was able to work and finish the course (they were incredibly supportive of giving me the time off I needed to be able to do exams etc). From there I was able to progress from Service Desk Analyst to a Senior Service Desk Analyst and then on to Team Leader. I have managed a couple of different Service Desks and have also worked at another organisation on process improvements.

When moving to my current organisation I have started back at Senior level and then moved into managing before finally moving into the area that I am working in now, which is within the IT Service Management space. This role gives me more ability to work with the business and help them to try to resolve any pain points they have with IT that hinder on their ability to support our members.

What or who has influenced your career pathway?

I have been super fortunate to have some amazing managers, both male and female, which have supported me and helped me to realise my potential. without their support and the belief, they had in me I do not think I would be working in the role I am today.

In school what subjects did you enjoy most or were good at?

At school IT was never my career focus. I was more interested in childcare back then. Having said that my favourite subjects were photography and drama – I enjoyed being able to show a creative side of me!

What did you want to be or do when you left school. How does this compare with where you are now?

I changed my mind so many times when I was at school! I wanted to join the navy, I was going to work in childcare… and then I left high school end of semester 1 and started a government traineeship in office administration. When the admin roles started to dry up and needing to have a stable income to support my newborn child, I discovered an IT business course and realised that IT would be a good opportunity to work in an industry that will always need people and still be able to work helping people.

Are you able to provide information about your qualifications, this helps others seeking information about careers in your industry.

I completed a Diploma in Help Desk Support at a business school that unfortunately no longer exists. From there I have completed my ITIL V3 and then ITIL V4 Foundation courses. This is also complemented by participating in industry forums, conferences, seminars and interest groups.

What advice would you give to others (girls/women) about following careers in non-traditional industries?

My best advice is to just go for it! I am seeing more and more inclusiveness in the IT sector – in some cases at my work there are departments that have more females than males! I have never come across anyone that looked at my gender and treated me differently – they were able to see who I was as a person and the expertise I was able to bring to the table. Bring your authentic self to the table and they will see your worth as a person in the industry and not by your gender.

And lastly, we’d love if you could share how, you are making your own mark?

There is no better feeling than to have someone tell me how grateful they are for something that I have done to help them in some way. So every day my goal it ensure that I am seeking opportunities to do that, whether directly or indirectly, If I know I have been able to change a process to make sure that our support teams can help a staff member that much better that is a big win in my eyes – it’s not always about how I can personally help, but how I can provide other people the ability to do that also.


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