ECE Helpdesk Team Lead

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/DE/FPIS/1946430

Reporting to the ECE Senior Specialist System Operations, the ECE Helpdesk Team Lead will join the ECE System Operations team within Early Childhood Digital Services. This role plays a crucial part in leading a group of staff who support applications and services within the Early Childhood Education sector.
Joining a broader Operations group, this role will be responsible for managing the ECE Helpdesk staff to deliver operational support and service to the Early Learning sector. Supporting critical services and applications, this role will manage service delivery across the ECE Helpdesk, while working with the broader Operations group in ensuring a quality service is delivered.

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Division

The Information Management and Technology Division (IMTD) guides the Departments' digital capability and is leading digital transformation for the Department including Victorian government schools. The division architects manage and support the largest technology network in Victoria, which has a user base of approximately 750,000 staff and students.

IMTD provides innovation and leadership in the transformation and management of the Department's digital capability through the implementation of solutions on the department's cloud environment (IaaS), enterprise cloud platforms (PaaS) and software (SaaS), using agile practices with a focus on user experience, security, and integration.

As a valued member of the diverse IMTD team, you will have the opportunity to be part of influencing the new way of working for the department through your strong technical skills and customer-centric approach.

This position sits in the Early Childhood Education Digital Services Branch. A minimum requirement of 3 days a week in the DE office is required, plus a valid Working with Children Check (E).

About the Role

Reporting to the ECE Senior Specialist System Operations, the ECE Helpdesk Team Lead will join the ECE System Operations team within Early Childhood Digital Services. This role plays a crucial part in leading a group of staff who support applications and services within the Early Childhood Education sector.

Joining a broader Operations group, this role will be responsible for managing the ECE Helpdesk staff to deliver operational support and service to the Early Learning sector. Supporting critical services and applications, this role will manage service delivery across the ECE Helpdesk, while working with the broader Operations group in ensuring a quality service is delivered.

The role will provide support to users and stakeholders both internal and external to the Department of Education.

Key activities will include.

• Coordinate the Help Desk team members in their daily duties of attending to users and workload
• Mentor, support, and monitor team performance, ensuring KPIs, SLAs, and customer satisfaction are met
• Oversee day-to-day teams' operation and performance in managing user calls and queries. Take overflow calls where required to maintain balance of service levels against available resource.
• Dealing with escalations queries and investigations, administering user access, and providing day-to-day support across ECE applications and systems.
• Logging and maintaining support requests to ensure all requests for support including incidents are dealt with according to agreed standards and procedures
• Delegate tasks and set timelines for internal Helpdesk Desk activities required to maintain a quality standard of activities across the Help Desk
• Provide regular operational reporting across IT Service Management and telephony
• System monitoring with real-time monitoring
• Contribute to the development of system documentation, processes and knowledge
• Identify recurring issues, drive problem management, and enhance service delivery strategies
• Produce system reports and data for
• Support infrequent out of business hours support is required for critical priority support incidents and planned production activities.

Attributes

Essential:

Experience in People leadership, mentoring and supporting a team in IT Service Delivery

• Experience in People leadership, mentoring and supporting a team in IT Service De