Service Desk Team Lead

Role Title:  IT Service Desk Team Lead 

• Must be an Australian Citizen.
• This role requires a mandatory NV1 or NV2 security clearance.

Responsibilities:

• Ensure the Service Desk Team do the day-to-day administrative tasks using technical systems including but not limited to Microsoft Active Directory,  Win 10, Microsoft 365 etc
• Ensure the Service Desk Team administer other Client operating systems at a commensurate level to that indicated here (Linux/Unix system and broad base windows and cloud-based administration tasks as examples)
• Ensure team manage Service Management items (i.e. tickets, incidents) in accordance with Organization policies and within designated deadlines.
• Influence staff, steer others towards successful task accomplishment, manage priorities and meet deadlines. Be agile in approach for resolution and have the ability to manage change successfully. Ability to triage and troubleshoot issues in a cross domain environment. 
• Ensure a high rate of successful delivery at 1st resolution which will include TL support to the Service Desk Team workloads including actioning services calls and answering phones at peak times or absences. 
• Liaise, negotiate, and communicate accurately and effectively with influence, both orally and in writing with clients, management, directorates and other groups within the organisation.  Requirement to be able to build relationships with service owners by both individual and team engagement.
• Be customer focused in the delivery of Information Technology (IT) Service Desk services, including the ability to recognise client requirements, handle customer complaints and contribute to ongoing service improvement initiatives as these are developed and implemented.
• Apply Information Technology Infrastructure Library (ITIL) principles and practices, particularly with regard to Incident Management and other ITIL based practices. Acting as the escalation point for the Critical Incident Management Process including status updates and notification. Attendance and input where appropriate at the Change Advisory Board.
• Manage the service call queue management in accordance with Organisation Service Call and Incident Management Work Instructions. Be able to identify the more complicated ICT requests and apply capacity management to ensure successful resolution. 
• Assisting the Service Delivery team with service catalogue updates/additions plus reporting management on observed trends and potential improvements. Manage internal knowledge base articles by liaison with other directorates and identifying gaps in information.