IT Client Services Team Leader

2 weeks ago

Canberra, ACT, Australia Defence Housing Australia Full time

Job no: 493248

Work type:
Full Time

Location:
Head Office, Canberra

Classification:
DHA Level 6

Your Team

The Business Solution and Technology (BS&T) Division provide technology and solutions across business analysis, architecture and integration, software development, software provision and support, data provisioning and reporting, telephony and networks, technical support, infrastructure and cyber security.

We partner with the business to deliver a suite of initiatives that provide efficiencies to the broader organisation.

Your contribution

As the IT Client Services Team Lead, you will be responsible for reviewing, understanding and prioritising support issues for two key service delivery teams; Applications Support and the IT Service Desk.

You will work closely with the IT Client Services Manager to ensure operational standards are maintained, deliver a high level of customer service, and ensure effective resolutions are implemented in a timely manner.


The Business Solutions & Technology Division has a strong culture of maintaining work-life balance and recognising the achievements of its highly skilled employees.

Employees are encouraged to develop their skills through varied on-the-job experiences and undertaking training and study.

For this role, we will consider how well you:

  • Supervise and coordinate the workflow of a team to ensure service delivery standards are met.
  • Lead, manage, and monitor staff performance through coaching and mentoring staff, ensuring training and performance development requirements are met, with consideration of future tech requirements.
  • Investigate and deconstruct escalated issues using root cause analysis in conjunction with business and technical Subject Matter Experts, to contribute to resolutions and provide timely advice on emerging problems.
  • Implement process improvements with a focus on efficiency, user experience, holistic approach, effective management of trending issues, and meeting KPIs.
  • Work closely with the IT Client Services Manager and IT Incident Manager to clearly articulate priorities, themes, and planned outcomes.
  • Maintain knowledge management practices and follow appropriate DHA procedures and policies (i.e. change control, security and auditing, release, configuration, problem, and incident management).
For further information regarding this role please refer to the Position Description within Defence Housing Australia's careers site.

Order of Merit:

Any merit pools established from this merit-based process will be valid for 18 months from the date of advertising.

This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

We recommend you read the Australian Public Service Commission's Cracking the Code guidance on how to write your response.

Additionally, you should consider the expected behaviours described in the Australian Public Service Commission's Integrated Leadership System at this role's level.

The RecruitAbility scheme applies to this vacancy. For more information on the RecruitAbility scheme please visit the APSC's page on RecruitAbility.

Applications Close:
AEST 11:55pm Thursday 15 February 2024.

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