Team Leader, Service Delivery

• Information Technology Services
• Full-time, continuing position
• Base salary will be in the range $94,754 - $103,180 + 17% Superannuation
• Based at Gatton Campus

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

• 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.

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 benefits and rewards 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

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 **********@uq.edu.au .

For application queries, please contact ***********@uq.edu.au 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 equity, diversity, and inclusionv, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to ***********@uq.edu.au 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 Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.