Team Leader, Its Service Desk

Full-time, continuing position
Base salary will be in the range $94,754.55 - $103,180.96 + 17% Superannuation
Based at
About This Opportunity
Information Technology Services’ Service Desk is the focal point for all UQ staff, student and non UQ client enquiries to ITS. Service Desk staff provide Tier 1 and Tier 2 technical support on a broad range of ITS and UQ corporate products and services.
Lead the Service Desk staff, managing resources and activities within the team, while working closely with the IT Service Delivery Managers to deliver effective and efficient services to clients. The role will also be the senior technical escalation point for operational issues for the IT Service Delivery teams, collaborating with Tier 3 support teams as required and will be responsible for delivering client or team projects with the support of other staff if required.
Duties and responsibilities include:
Coordinate and participate in the day-to-day delivery of services provided by the Service Desk.
Manage interactions with other IT teams and service providers to ensure appropriate solutions are provided and a knowledge base maintained.
Mentor other team members in the provision of quality Service Desk services within a complex higher education organisation.
Prepare and follow methodologies, processes, standards and/or guidelines adopted by ITS and assist in improving these approaches over time. Processes include change management, incident management and problem management.
Participate in, and lead where appropriate, team meetings and team building exercises.
Manage operational relationships with vendors.
Manage and participate in projects undertaken by the workgroup.
Adopt and promote sound cyber security practices in compliance with UQ’s Cyber Security Policy and according to cyber security procedures and standards developed by the University or Division
An employee may be required to carry out other duties within the scope of the classification and within the limits of their skill, competence and training.
About You
Associate diploma in business administration or related field, or equivalent combination of relevant experience and education/training.
Broad understanding of IT/data security issues and solutions.
Proficient skills in working within project management methodologies.
Experience in Desktop Management strategies.
Demonstrated problem-solving skills.
Effective interpersonal skills, ability to interact with stakeholders, and interpret client requirements.
Strong interpersonal, oral, and written communication skills, especially in documenting processes.
Experience in onsite and remote support technologies, coordination of staff and resources, familiarity with service management frameworks, and exposure to PC operating systems (Windows, Linux, Mac OS) and mobile technologies.
The successful candidate may be required to complete background checks including, criminal history and education checks.
About The University of Queensland (UQ)
For more than a century, UQ has educated and worked with outstanding people to deliver unparalleled teaching, learning and research excellence that creates positive change globally. Join a community where excellence is at the core of our culture, contributions are valued and a range of are available, such as:
26 weeks paid parental leave or 14 weeks paid primary caregiver leave
Annual salary increases in line with our enterprise agreement
17.5% annual leave loading
Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family
On campus childcare options
Cheap parking (from just $5 a day)
Salary packaging options
Want to Apply?
Should you wish to apply, please attach the following documents to your application:
Cover letter addressing the ‘About You’ section above
Resume
For more information about this opportunity, please contact Jarryd Foster, Service Desk Manager .
For application queries, please contact stating the job reference number (below) in the subject line.
Applications close 18 January 2024 at 11.00pm AEST (Job Reference Number R-31809).
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If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.