Team Leader Fixit , Queensland Treasury

As the Team Leader FixIT, you will be responsible for leading and managing Treasury’s Corporate IT Service Desk team, to ensure delivery of technical support and client services is provided in alignment with business objectives.
Job details Position status Permanent
Position type Flexible full-time
Occupational group IT & Telecommunications
Classification AO6
Workplace Location Brisbane Inner City
Job ad reference QLD/539961/24
Closing date 05-Feb-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration
Contact person Melissa Humphries
Contact details Ph: (07) 3521 7773
Access the
You will have the opportunity to apply your help/service desk practice in combination with your leadership experience to support, encourage and motivate your team in their provision of IT technical support services to Queensland Treasury staff.
Model your positivity mindset, resilience, communication, and organisational priority triaging skills to encourage and inspire your team to be their best in this fast paced, often challenging environment.
In this role, you will represent the IT desk and:

• Lead the IT Service Desk team, to ensure the ICT resolution response framework provides timely, effective and client focused services aligned to business objectives.
• Support people through change, building a high performing team with a client focus, developing staff capabilities and effectively managing performance.
• Monitor and report against the Service Desk queue to ensure all incoming jobs/incidents are logged, categorised, recorded, assigned and resolved in a timely manner.
• Take responsibility for high priority incidents to ensure the appropriate technical resource is assigned and that problem resolution can meet SLA timeframes.
• Provide strategic direction to improve existing and develop new business policies, procedures and processes to ensure quality and efficient support is delivered to enhance customers' ICT experience.

You will bring at least 3 years' experience on a help desk or call centre, ideally including leadership experience and can demonstrate:

• Working knowledge of desktop technologies including but not limited to:

o Windows 11
o Microsoft O365 applications including Teams
o Active Directory user and group management
o Desktop cyber security tools and processes
o iPhone and iPad

• Knowledge of Service Desk management tools, e.g., Service Now incident and problem modules.
• An aptitude for leadership with the capability to build an effective team.
• Excellent communication skills with the ability to deal effectively with people at all levels of an organisation, including senior management.

How to apply
To submit your application, click on the Apply link to provide:

• Your resume detailing relevant experience
• A cover letter of no more than two pages outlining why you are interested in this position and how your knowledge, skills and experience in relation to the Key Responsibilities makes you a strong candidate for the role.

We welcome applicants to share with the hiring manager any health condition, disability, and/or cultural or linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.
Applications to remain current for 12 months.
Job Ad Reference: QLD/539961/24
Closing Date: Monday 5th February 2024
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.