This is your opportunity to lead the ICT Customer Services team to ensure customers receive quality, timely, efficient and cost- effective technology and telecommunications support services both directly through an in-house Service Desk function and via third party/outsourced providers.
Applying a ‘hands on’ approach and working closely with the Director, ICT Operations and the wider Information and Technology Services branch, you will implement a service excellence framework, ensuring a ‘client-focused’ culture and ethos, where team members understand their role as an enabler of business operations.
You will form and maintain strong working relationships with key stakeholders, managing the workflow, performance and day-to-day operational relationships with third party vendors.
For further information please see the Role Description.
Job details Position status Permanent
Position type Flexible full-time
Occupational group IT & Telecommunications
Classification AO8
Workplace Location Brisbane Inner City
Job ad reference QLD/477390/23
Closing date 30-Mar-2023
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration
Contact person David Walker
Contact details Ph: (07) 3244 9334
Access the
Your Contribution
Service excellence
» Manage the team in line with a Service Management Framework to ensure service availability, responsive support and system reliability through effective leadership, appropriate resourcing and informed optimization of existing services and solutions.
» Lead, coordinate, monitor and schedule the work of ICT Support Staff who support, analyse and where possible resolve reported issues with business system functionality and supporting technology in line with agreed service levels.
» Ensure appropriate escalation of cases to technical resources and monitor to ensure satisfactory resolution.
» Establish and manage strong, mutually beneficial working relationships with external vendors and manage the day-to-day operational relationships with third-party providers in line with agreed service level agreements.
» Identify trends and opportunities to proactively deliver education and training services to the business to improve capability and reduce the need for ongoing support.
» Establish and maintain meaningful and timely reporting processes on client support services and initiate remedial action as needed.
» Lead the implementation and continual improvement of best-practice client support and contribute to ITS service excellence frameworks which enhance the attitudes and behaviour of ITS staff to value a culture where ITS understands its role as an enabler of departmental business.
Insights and collaboration
» Establish and maintain relationships across the department and within ITS to understand business needs and identify potential service requirements
» Identify and analyse trends relating to ICT incidents/problems and customer satisfaction, and make recommendations and proposals to senior management, clients and ICT business partners
» Identify and act upon opportunities for process reform and increased automation of key processes to improve the delivery of services offered by ITS
» Speed and innovation
» Proactively identify opportunities for reducing costs, continuous service improvements and optimisation of solutions within ITS
» Maintain up-to-date knowledge of industry best practice and champion changes and developments within ITS.
» Develop and implement service management processes, function and tools which reduce overall costs, improve service availability, enable faster implementation of new services, better decision making and increased customer satisfaction.
People and culture
» Actively encourage a ‘client first' culture that aligns with the department's vision and values.
» Attract, retain, lead, support and develop quality staff.
» Implement feedback mechanisms that facilitate open communication, timely resolution and proactive intervention of matters pertaining to people, safety and wellbeing.
» Develop and maintain strong effective working relationships with other ITS stakeholders.
» Behaves in a manner consistent with the code of conduct and workplace health and safety policies and processes, promoting these to their staff
» Participate in developing a common client-focused culture and mindset in ITS through communication, collaboration and meaningful engagement.
Governance and Risk
» Continuously scan the environment for opportunities and risk and recommend mitigation strategies
» Implement and maintain strong service management practices, processes and governance of change management
» Ensure the development and maintenance of quality system documentation and other knowledge management practices
» Ensure team compliance with all information security policies and procedures and encourage a culture of cyber-awareness.
Applications to remain current for 12 months.
Job Ad Reference: QLD/477390/23
Closing Date: Thursday, 30 March 2023
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote and .
Please ensure you download all attachments and follow the instructions on how to apply.
Documents
Before applying for this vacancy please ensure you read the documents below.