Team Leader, Service Delivery

Full-time, continuing position
Base salary will be in the range $94,754 - $103,180 + 17% Superannuation
Based at
About This Opportunity
We are seeking an experienced individual to join our team as Team Leader, Service Delivery. You will lead the Service Delivery support 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 projects with the support of other staff if required.
Key Responsibilities include:
Support the IT Service Delivery Managers by leading a Service Delivery support workgroup to meet day to day operational key performance indicators and project management objectives, ensuring all aspects of human resource management are conducted effectively in accordance with University policies and procedures, and maintaining a culture of service improvement
Manage the job queues and client support activities within the team
Participate in or lead team meetings and team building exercises
Provide senior technical support for the delivery of desktop, mobile computing and AV support to clients at the University of Queensland
Deal with technical and customer service issues escalated from other team members, liaising with other technical or vendor resources as required
Coordinate the delivery of client projects related to the delivery of desktop, mobile computing or AV support, ensuring client objectives and timelines are met
Provide purchasing advice and IT Commodity Approval for desktop and peripherals, printing, or audio-visual devices
Ensure appropriate technical and process documentation is created and maintained.
Mentor other team members in the provision of a quality IT teaching, research and learning environment
About You
Qualifications and training equivalent to an undergraduate degree in IT or related field and significant relevant experience; or an equivalent combination of relevant experience and/or education/training
Demonstrated experience effectively leading and motivating a team of IT staff in a changing environment
Experience and high-level technical skills in the provision of remote and on-site support for desktops, mobile computing and/or AV, including in at least two of Windows, Mac or Linux OS
Experience using a service management system and working closely with a service desk and/or other teams to deliver quality outcomes for clients
Experience coordinating client projects
Broad understanding of IT/data security issues and solutions
Demonstrated strong problem-solving skills and a demonstrated ability to take responsibility for the resolution of issues
Excellent interpersonal and communication skills, including the ability to document processes and work instructions and mentor junior staff members.
Demonstrated commitment to delivery of outcomes, and a self-motivated, positive and enthusiastic approach to achieving goals through effective team and individual work, including demonstrated ability to prioritise own workload and meet deadlines
Skills in VBscript, PowerShell, WQL, WQMI or Microsoft 365 PowerApps
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 $5.75 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 Karl Blakeney, Manager, IT Customer Support .
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-33871).
At UQ, our strength lies in our diverse colleagues. We're dedicated to v, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to for accessibility support or adjustments.
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.