Onsite Support Team Leader - Qld/Nt

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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.
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
To be considered you will need:
Essential: * A formal tertiary qualification in an Information Technology field or equivalent Information Technology experience.

• At least three years' recent experience in one or more of
• Desktop support
• Network support
• Videoconferencing/IP telephony support
• Server management and support
• A demonstrated understanding of how IT solutions and services integrate with and support a business's strategic and operational objectives.
• A proven track record as team player, showing initiative and self-motivation, plus the ability and willingness to work effectively with minimal supervision, following defined procedures accurately and consistently and providing support and mentoring to other team members.
• A demonstrated understanding of, and recent experience with, supporting a broad range of IT services, including
• Network services, both local and wide area.
• Videoconferencing/IP telephony services.
• Microsoft Windows-based workstation environments in an Active Directory framework.
• Email services within a Microsoft Exchange environment.
• PC hardware and software installation, configuration and troubleshooting.

For full details about this role please review the
Eligibility
Applications for this position are open to Australian Citizens Only
Appointment to this role is subject to provision of a national police check and the ability to obtain and maintain a security clearance at the NV1 level.
Flexible Working Arrangements
We work flexibly at CSIRO, offering a range of options for how, when and where you work.
Diversity and Inclusion
We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish.
About CSIRO
At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact.
CSIRO is committed to values-based leadership to inspire performance and unlock the potential of our people.
Join us and start creating tomorrow today!
How to Apply
Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.
Applications Close
Wednesday, 31 January 2024, 11:00pm AEST/AEDT
Shortlisting for this role may take place as applications are received. We therefore reserve the right to close this vacancy once a suitable candidate has been appointed, please consider applying as soon as possible.