Delivery Lead - End User Services

Employment Type: Permanent Full-TimePosition Classification: Health Manager Level 3Remuneration: $122,850 - $139,559 pa + 11% superHours Per Week: 38Location: A mix of working from home and from one of our offices in Chatswood, St Leonards or CharlestownJoin the team driving the digital transformation of Australia’s largest public health systemAbout usWorking at eHealth NSW is more than a job. Every day, we set out to design, build and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace where our people can gain a sense of belonging, value and opportunity.Come work with usWe have an exciting opportunity in the End User Services team for a Delivery Lead.Reporting into Team Manager, you will be part of the team responsible for the management and planning for managed desktop services including but not limited to, Desktop Support, Onsite Support, Professional Services, Managed Print and other End User related services. This role manages a team of desktop analysts to deliver technical support aligned with business outcomes and delivery of strategic initiatives.As an integral member of the End-User team, you will:

• Lead and support frontline team members to meet service delivery goals.
• Actively engage in mentoring, coaching and continual development of the capabilities of team members and maintain team culture aligned with CORE Values.
• Report against team and staff performance metrics, ensuring team SLAs are maintained; highlight areas for enhancing business performance and efficiencies for EUS.
• Contribute to the development and ongoing review of EUS services, processes and operations.
• Contribute to development of a team culture focusing on high quality customer service, effective knowledge management and continuous improvement.
• Be involved in rostering and resource management.

More information about the role can be found in the .About youThe skills, knowledge and experience we are looking for in you are:

• Extensive experience and a record of achievement in managing a team to deliver customer-focused IT support in a large and complex service environment, including relevant qualifications or equivalent demonstrated experience.
• Demonstrated experience in developing the capability of a team incorporating mentoring and training, whilst fostering a performance based and customer focused work culture.
• Strong written and interpersonal communication skills
• Experience with ServiceNow is desirable

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.Benefits working with eHealthWe support our people with great benefits so they can support the patients and staff of NSW Health. These include:· Flexible work options· Skills and leadership development training programs· Salary Packaging· Health and wellbeing programsMore information about these benefits, can be found atValuing diversity and inclusioneHealth NSW is committed to providing a working environment that embraces and values diversity and inclusion. We welcome and encourage applications from diverse backgrounds including Aboriginal and Torres Strait Islander people, people with disability and LGBTIQ+ for all advertised positions and have strategies in place to support you.For more information on the strategies in place to support diversity and inclusion, please visit our .How to applyTo start your application, click the APPLY FOR JOB button at the top.To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with responses in the online questionnaire which describes how your capabilities, knowledge and experience make you the best person for this role. To help you prepare, you will need to respond to the below:· Describe a scenario where your expertise improved processes in an end-user support environment though collaboration with your colleagues, other teams within the organisation and/or customers.· Describe your approach to mentoring and developing the capabilities of your team.If you require assistance or have any questions about the role, please contact Lisa Watson onIf you require assistance or have any questions about the recruitment process, please contact Dane Brown onApplications close: Sunday 7th April 2024 (11:59pm)A talent pool may be created from this recruitment process to fill permanent or temporary vacancies within the next 18 monthsAll NSW Health workers are required to have completed a primary course (2 doses) of a Therapeutic Goods Administration (TGA) approved or recognised COVID-19 vaccine (except for the Janssen COVID-19 vaccine which is approved by the TGA as a single dose primary course). New applicants must have completed the vaccination course prior to commencement with NSW Health, or provide an Australian Immunisation Register (AIR) Immunisation History Statement certifying the worker cannot have any approved COVID-19 vaccines available in NSW. A NSW Health agency may require further information about the medical contraindication (including but not limited to an Immunisation Medical Exemption form-IM011 form). Acceptable proof of vaccination is the Australian Immunisation Register (AIR) Immunisation History Statement or AIR COVID-19 Digital Certificate. Booster doses are highly recommended for all health care workers who have completed the primary course of COVID-19 vaccinations.To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).