AddressManagement (Information & Communication Technology) Government - State (Government & Defence) One QFES. Many Services, Many Capabilities, Many Partners Status:
Permanent Flexible Full-time Classification:
AO8 Salary:
$137,591.96 - $145,418.57 per annum Region/Directorate:
INFO TECHNOLOGY Work Unit:
INFORMATION & TECHNOLOGY Location:
Albion 4010 Reference No:
QLD_QFES_19879_24 Current QFES employees and volunteers must apply via their internal careers site About us
As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events. Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses Queensland Fire and Rescue, Rural Fire Service Queensland and State Operations, and also supports other volunteer groups providing emergency response to Queenslanders. Purpose of role
The Service Centre provides Tier 1 Information Communication Technology (ICT) services for approved software and hardware in accordance with Managed Operating Environment (MOE) and standard desktop guidelines. The team is responsible for troubleshooting and resolving problems with ICT equipment and applications involving a combination of technical expertise and communication skills, to provide detailed support and guidance to end-users, ensuring a reduction in downtime and improving customer experience, and facilitating a trusted relationship with customers in State Operations, FRS and RFS frontline operational, streams operational and/or corporate support areas to achieve optimal service for the departments strategic operational and business outcomes. Reporting to the Director, Service Management and Operations, you will lead and manage the effective day-to-day operations of the ICT Service Centre who are engaged as first point of contact for ICT Support across the department. You will be responsible for overseeing the daily service desk activities to ensure it is well resourced and organised to resolve technical, application, operational and maintenance issues and inquiries, whilst driving the performance and responsiveness, and positive culture and capability of the team to enable efficient and effective, and timely customer service and solutions to staff and volunteers. Key requirements
Highly desirable requirements Experience in Service desk environments in mid to large organisations would be preferred. 5+ years working with ITIL and experience with ITIL 4 experience preferred. Experience in using ITSM tools for IT Service Delivery specifically ServiceNow. Experience in Agile ways of working. Knowledge of PRINCE2 project methodology. Special requirements This role may require work to be performed out-of-business hours and in response to managing an operational service team within a 24 x 7 critical ICT business environment. Your key accountabilities
Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to: Lead and manage the functions of the team, providing expert advice and guidance on service desk matters to ensure high quality support experience to the workforce, and deliver solutions to enable efficient and effective business and technical operations of the organisation. Lead an ITIL approach to service desk support to promote best practice, monitor performance, quality and completeness of issues, and foster positive end-user relationships that drive customer satisfaction. Develop operational plans, processes and procedures for the support and provision of ICT services and systems and champion the adherence to ICT policies and standards in order to deliver services in compliance with legislative and departmental requirements. Provide advice, consultancy and guidance to internal and external stakeholders on IT Service Centre related issues, information technology systems, services and strategic initiatives to meet key objectives and effective decision-making processes. Manage and create a culture that will emphasize the importance of meeting time, cost (i.e. value for money) and quality (i.e. customer satisfaction) targets, and which develops a positive reputation across the department. Maintain an efficient and effective operational environment and work practices, identifying opportunities to improve processes across a complex and dynamic team to facilitate the delivery of services. Work collaboratively with key internal and external stakeholder, in order to create a collaborative approach to leadership and management which breaks down silos and keeps the enabling the department of all core activities. Lead and manage a multi-disciplinary team, fostering teamwork and managing financial and human resource activities, including ongoing development of staff through performance, planning and review. Capabilities
To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the “key accountabilities” for this role: Leadership Competency
Stream – Program Leader
(leading teams and/or projects) Vision Leads strategically Leads change in complex environments Results Drives accountability and outcomes Accountability Fosters healthy and inclusive workplaces Demonstrates sound governance Once you join us we will want you to exemplify the QFES shared values of: You can also visit our website to find out more about our organisation. How to apply Please refer to the QFES Public Service Application Guide [All PS Classifications/Streams and Senior Officer] for information on how to apply for this role. Welcome to the Queensland Fire and Emergency Services (QFES) website. QFES is the primary provider of fire and emergency services in Queensland. Maintained by a unique mix of approximately 36,000 Rural Fire Service Queensland volunteers, 6000 State Emergency Service volunteers, approximately 2,200 permanent firefighters, more than 2000 auxiliary firefighters and supported by non-operational administrative support staff, QFES responds to: Structural, landscape and vehicle fire; Swift water and water rescue; Storm and natural disaster; Land, marine, air and urban search and rescue; Crime scene, missing person and forensic searches; Animal disease outbreaks. The QFES aims to protect person, property and the environment through the delivery of emergency services, awareness programs, response capability and capacity (preparedness), and incident response and recovery for a safer Queensland. Source: This is an extract from the company's own website. Welcome to the Queensland Fire and Emergency Services (QFES) website. QFES is the primary provider of fire and emergency services in Queensland. Maintained by a unique mix of approximately 36,000 Rural Fire Service Queensland volunteers, 6000 State Emergency Service volunteers, approximately 2,200 permanent firefighters, more than 2000 auxiliary firefighters and supported by non-operational administrative support staff, QFES responds to: Structural, landscape and vehicle fire; Swift water and water rescue; Storm and natural disaster; Land, marine, air and urban search and rescue; Crime scene, missing person and forensic searches; Animal disease outbreaks. The QFES aims to protect person, property and the environment through the delivery of emergency services, awareness programs, response capability and capacity (preparedness), and incident response and recovery for a safer Queensland. Source: This is an extract from the company's own website. Don’t provide your bank or credit card details when applying for jobs. Choose from thousands of courses delivered by leaders in education.
#J-18808-Ljbffr
