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The Opportunity
- Supportive, rewarding, inclusive and truly flexible environment.
- Innovative and collaborative workplace with fantastic flexibility
- Join CSIRO - Australia's premier research organisation
The role of a Team Lead within the CSIRO Information Management and Technology (IMT) - Onsite and Service Desk group, is to provide team and technical leadership. The successful applicant for this position will be responsible for coordinating day to day operations across the Queensland Onsite Support team including appropriate site resourcing and will be the main point of contact for escalations and client engagement.
IMT's Onsite and Service Desk group is responsible for providing effective and timely IT support to all of CSIRO, and has staff at most CSIRO sites across Australia. Services are delivered through a mixture of physical and remote channels, depending on the location of the site and the type of support required.
As an Onsite Support Team Lead at CSOF4 level, you will be expected to contribute to delivering solutions and services to support strategic and operational objectives. In this role, you must demonstrate initiative and independence under broad direction, and act as an advisor to the business and to IMT. You will be a key contact within Onsite and Service Desk for escalation of jobs and issues.
The key duties of the position include
Your duties will include:
- Representing IMT to the business by developing and maintaining relationships with clients on a day to day basis.
- Assisting in allocating activities, tasks and management resources to meet team objectives.
- Providing a key point of contact for escalation of service issues - while keeping management and other team members informed, investigating the underlying causes of complex and ill-defined problems and developing an appropriate response by adapting/creating and testing alternative solutions.
- Providing support and mentoring of other team members so as to develop, maintain, and expand team skills to benefit the quality and range of IMT's services.
- Participating in virtual teams and staff rotations and using those relationships to improve service delivery efficiency by identifying and transferring knowledge within IMT.
- Delivering and coordinating second- and third-level in-person and remote desktop support to provide timely response to and resolution of incidents and requests.
- Belonging and actively contributing to the Onsite and Service Desk leadership group that meets twice weekly to discuss and develop ideas and initiatives, and participating in project work that arises from these meetings.
Location: Brisbane
Salary: AU$89,690k - AU$101,459k plus up to 15.4% superannuation
Tenure: Indefinite
Reference: 95367
