Address
Form of work• Service Desk Team Leader
• APS Level 6
• Ongoing
• Full-time / Part-time
• $91,841 - $100,348
The Service Desk Team Leader manages the ICT Service Delivery team who provide ICT support services to approximately 260 employees. The Service Desk Team Leader enables Mint operations by providing timely and quality services and/or approaches to systems and processes through Information Management, Security management and ICT Operations.
The Service Desk Team Leader provides leadership to, and management of, the ICT Service Delivery team, driving a culture of teamwork, continuous improvement and collaboration. They are responsible for the management of ICT service offerings, service level agreements, relationship management, the Service Desk’s ticketing platform and Incident, Knowledge and Problem management related to the IT Service Delivery team.
The duties of this position include:
1. Managing the delivery of ICT support services by the ICT Service Delivery Team within an ITIL framework, including determining priorities.
2. Establishing, implementing and managing a strategy for the ICT Service Delivery Team including identifying short and long-term plans.
3. Developing and maintaining ICT service delivery processes, policies, service offerings, service level agreements, the Service Desk digital platform and the continual improvement register.
4. Investigating, analysing and implementing new technologies and systems of varying complexity for the Mint.
5. Consulting and negotiating on ICT projects and work packages, providing technical expertise and advice, and ensuring compliance with Service Desk and whole of government procedures, policies and frameworks.
6. Managing a team including providing leadership, guidance, performance feedback and supporting skill development.
7. Creating, implementing and consulting on ITIL management frameworks, including Problem, Knowledge and Incident management frameworks.
8. Monitoring customer feedback, service, incidents and problem management SLAs, and updating processes and procedures based on analysis.
Security clearance
This position requires a Negative Vetting Level 1 security clearance. The successful applicant will be required to obtain and maintain a clearance at this level.
How to apply
Please submit your application by 11:30pm on Monday 4 March 2024. You will need to upload:
• A current resume
• A 500 word-pitch that describes how your skills meet the requirements of the role as detailed in the position description.
Applications will need to be submitted through the APPLY button at the bottom of this page.
Should you have any questions regarding the role, please contact John Cock on (02) 6202 8***.
Information on applying for a job in the Australian Public Service is available at the Employment page of our website.
