Information Management and Technology - Coordinator Service Desk

Randwick City Council Administration Building, 30 Frances Street, Randwick, New South Wales, Australia
Req #279
Closing Date: Tuesday 13 February, 11:59pm
Status: 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 parks
Create a sense of community - your work supports staff across Council in delivering services that are vital to our residents
Work life balance with access to generous leave entitlements and a 9-day per fortnight work pattern
Focus 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 staff
Drive 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&T
setting the direction of the Service Desk
managing the delivery of frontline support services to Council staff
supervising 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 role
Understanding 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 functions
Your 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 team
People 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 levels
Continuous 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 6***.