Service Desk and Field Support Lead

1 week ago

Gosford Shire, Australia TAFE Full time

TAFE NSW - Life Changing Careers

Service Desk and Field Support Lead

Location Negotiable (pending campus availability)

1 x Temporary Full-time role up to December 2024

Total Remuneration Package $171,061. Base Salary of $152,069 plus employer's contribution to superannuation and annual leave loading
At TAFE NSW, we are dedicated to life-changing impact.


That's why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.

Life-changing impact starts with an incredible team that sees their career as an opportunity to transform someone's world. Whether that's inspiring students, supporting each other, or helping our communities and industries flourish.

We live by TAFE NSW values: Customer Focus, Integrity, Collaboration, and Excellence. They define who we are, how we work and inspire our performance.

We invest in our people


At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.


We provide you with tools and ongoing training and professional development, health and wellbeing programs, and depending on your role, a 38-hour working week with a variety of flexible working options.


About the role


The Service Desk and Field Support Lead plays a crucial role in delivering expert service desk and both remote and onsite technical support to users across diverse locations, platforms, and technologies.

Their responsibilities extend to developing operational policies, guidelines, and meticulously maintaining knowledge management systems and content. This ensures unwavering standards of service delivery and an exceptional customer experience.

About You
We're seeking an experienced professional to lead our service desk and field support initiatives. You'll share your expertise with our support teams. Your guidance will empower them to excel, delivering top-notch service to our users. You will have impeccable communication, adept negotiation, and effective prioritization skills.

You will be analytical and organized and have previous experience in coaching, mentoring, supervision and directing staff to delivery on business outcomes.


You will have:

  • Degree in relevant discipline or equivalent skills, knowledge, and extensive experience
  • Demonstrated capability to provide technical direction and leadership in service desk and field support operations.
  • Understanding of technical deliverables from a service perspective
    .
***
Highly Regarded:
  • 5 years previous IT experience
  • 2year Supervisory Experience
To find out more about the role, click to view the Position Description.

Our commitment to Diversity, Equality, and Inclusion


We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks.

If you require an adjustment in the recruitment process, please contact our Talent Acquisition Advisor listed below.

Applications close 11.55pm Sunday 17th March

  • Your current resume
  • Certified copies of your qualifications

_Targeted Question:

_

_ Please describe in detail a situation where you had to manage a staff member that was not contributing towards the team's overall output that was required to meet the business objectives.

What process did you follow, what actions did you take, how did you resolve the issues create from their lack of action.

(max 500 words) _

This is a child-related position. A Working with Children Check is a prerequisite for anyone in child-related work. It involves a national criminal history check and review of findings of workplace misconduct.


An eligibility list, valid for 18 months, may be created for this position, and position(s) of the same classification that subsequently becomes vacant, may be filled via this recruitment.

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