Coordinator Service Desk

Closing Date: Tuesday 13 February, 11:59pmStatus: Permanent Full Time (35 hours per week)Salary: $122,577.85 to $134,851.36 per annum + 11% superannuation + leaseback vehicle or sustainability allowance Vibrant eastern suburbs location with easy access to cafes, beaches and parksCreate a sense of community - your work supports staff across Council in delivering services that are vital to our residentsWork life balance with access to generous leave entitlements and a 9-day per fortnight work patternFocus on customer experience - ensure that staff have a positive experience when they need IT assistance Lead and develop a small team of professional IT support staffDrive a culture of service excellence and continuous improvement Randwick City Council's Information Management and Technology (IM&T) Services Department is seeking a Coordinator to lead the Service Desk team. The Coordinator ensures that: staff needing IT support have a positive customer experience in engaging with IM&Tsetting the direction of the Service Deskmanaging the delivery of frontline support services to Council staffsupervising procurement and asset management functions Council's IT environment is based on Microsoft platforms with local government specific enterprise applications, bespoke departmental systems for functions such as leisure and childcare centre management and productivity tools. Staff work flexibly using laptops across a variety of Council locations and remotely. The Service Desk team is made up of the Coordinator, two senior IT support staff, two junior Service Desk officers and an administration/procurement officer. The Coordinator is part of the broader IM&T leadership team and can contribute to IT strategy and project delivery. The Service Desk Team is supported by the higher-level Applications support team and the Enterprise Content Management team. Randwick City Council is an innovative and progressive local government committed to serving our vibrant community on the eastern beaches of Sydney. In addition to rewarding work, we offer great employee benefits including competitive remuneration, flexibility including a 9-day work pattern and start and finish times, additional leave entitlements, health and wellbeing days, ongoing learning and training opportunities, fitness passport program and much more.The Coordinator Service Desk has both people leadership and frontline service delivery responsibilities. It is expected that the position will be largely office based with working from home on an exception basis as negotiated with the Manager. The role is not routinely required to work outside business hours or be on call. What we value: We have a high-performance culture fostered through our values of Integrity, Customer Focus, Accountability, Respect, and Excellence. Our culture encourages and supports equity, diversity, and inclusion for our employees and our community. We will trust you to bring:Your tertiary qualifications in Information Technology or significant experience in a similar roleUnderstanding of ITIL service management processes (incidents, service requests, access management, change management) and ITIL based tools Your experience leading a multidisciplinary team including IT and procurement functionsYour technical experience in delivering end user support Your leadership and team cultural skills to build a high performing team Your communication and engagement skills with your customers Things you will do:Operational leadership: Provide supervision and direction to the Service Desk teamPeople Leadership: Develop and nurture the capabilities of the team with a focus on skill development, career development and succession planning.Culture Development: Build on and further develop an effective internal culture and business partnerships which emphasise positive experience of customers in using IT services Service Delivery: Manage the team delivery of ITIL processes including incident resolution, service request management, access management and problem management to the organisation to drive resolutions within agreed service levelsContinuous Improvement: Identify and implement opportunities to improve processes and services, and to measure their impact.Asset Control and Management: Manage end user assets effectively including planned refresh programs and stocktake; and contribute to budget planning Further information: Employment in this position is subject to the successful completion of a Criminal History Check with a result of no relevant adverse findings. View the position description online or contact Anthony Collis, Manager Information Management and Technology Services, on 02 9093 6601. TIP: Once you click 'Apply Now' as part of the application process, you will be required to answer a series of screening questions. Please draft your responses on a Word document so you can copy and paste them into your application. For more information on how to apply, please read https://www.randwick.nsw.gov.au/about-us/jobs/applying-for-jobs