Service Desk Team Lead

We have just started the search for another highly motivated individual to join our team providing support to one of our largest clients. This varied and challenging role will be exciting for people want to deepen their Team Leadership skills and work in large, welcoming team to support very significant Queensland institutions. This role could be your next big thing if you pride yourself on your teamwork, professionalism and ability to work well under pressure.

Schedule is rotational (morning shift and night shift with weekends and public holidays work), based at our client's site.

Requirements

• Demonstrated Team Lead/Supervisor experience within a fast-paced ICT service delivery function.
• Experience in the use of ServiceNow especially knowledgeable with Incident, Request, Critical Incident, Change, Problem.
• Certification in ITIL 4 Foundations.
• Ability to understand current technologies from a support, training, and escalation perspective.

Accountabilities

Your part in the ongoing success of this team, will see you responsible for a variety of work, including, but not limited to:

• Lead and manage the development of the team by providing guidance and advice relating to service catalogues and service desk activities, to ensure prompt and effective delivery of services to clients and key stakeholders.
• Oversee ServiceNow ticketing system and ensure the effective management of the incident management and request fulfilment processes.  
• Coordinate administrative and technical workloads for the service desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
• Monitor and report against the Service Desk queue and act as an escalation point for high priority incidents, to ensure the appropriate technical resource is assigned and issue/s resolve in a timely manner.
• Review and ensure the effective management and continuous improvement of the Service Centre through the application of best practice procedures, governance, and compliance activities.  
• Manage Tier 1 technical support team in resolving queries via telephone, remote desktop tools or face to face to effectively coordinate resources, releases, and operational support activities and/or escalate major incidents, problem changes in adherence to service management principles.  
• Oversee and maintain quality control and assurance activities to ensure that work instructions for the documentation (routine and non-routine) ICT processes and standards are current and align with departmental policies and regulatory requirements.  
• Manage and maintain skills and knowledge of the team, through fostering teamwork and assisting with human resource management activities, including staff performance and development, training, and review. 

Benefits

This is an exciting opportunity to join a growing ICT Service Centre, with a wonderful team culture and supportive working environment. There are a number of opportunities for you to learn and develop your career in IT with ample training provided on successful appointment into the role. We have a range of immediate opportunities available across Level 1, 2 and 3 so apply now!

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.