Team Lead

1 week ago

Canberra, ACT, Australia Hudson Australia Full time

Due to the nature of the role applicants need to be at minimum an Australian Citizen to apply.
The Agency requires the services of an ICT Team Lead to support the agency's Salesforce platform.

As an ICT Team Lead, you will be responsible for leading a team of support specialists and managing day-to-day operations of the Salesforce system and the release management process.

You will work closely with cross-functional teams to identify, troubleshoot and resolve Salesforce-related issues and provide continuous improvement to the platform.


Key Responsibilities:

  • Manage a team of support specialists, providing coaching and support to ensure highquality service delivery.
  • Manage and coordinate the backlog of incidents, bugs, change requests, and system enhancements across the breadth of the Salesforce platform.
  • Execute all required ICT change management activities including creation of highquality change records and release documentation, coordination of testing activities, signoffs from various stakeholders and more.
  • Develop and implement support processes and procedures to ensure consistent and efficient resolution of Salesforcerelated issues.
  • Collaborate with crossfunctional teams to identify and prioritize bug fixes, system enhancements and upgrades.
  • Perform operational tasks including access management and provisioning, backup and restore activities, internal reviews, control implementation and service transition activities.
  • Build and maintain relationships with key stakeholders to ensure business objectives are met.
  • Monitor and analyse system health and performance, identifying areas of improvement and implementing solutions, including improving the team's ability to identify and respond to system issues before end users.
  • Develop various reporting including incident and queue management, team capacity and velocity, problem areas, trends, and business uptake.
  • Develop and maintain user documentation and training materials to ensure user adoption and satisfaction.

Essential Criteria

  • Experience of at least 35 years in managing IT support operations, including managing teams.
  • Experience working with crossfunctional teams and managing stakeholder relationships, demonstrating excellent communication and interpersonal skills.
  • Experience in developing and implementing support processes and procedures.
  • Strong problemsolving skills and attention to detail.

Desirable Criteria

  • Experience working with the Atlassian suite, specifically Jira, Confluence and Service Desk.
  • Strong understanding of the Salesforce platform and its functionalities.

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