Team Leader

2 weeks ago

Melbourne, Australia Country Fire Authority Full time

Location: Melbourne | Eastern Metropolitan

Job type: Full time / Ongoing - full time

Organisation: Country Fire Authority

**Salary**: Salary not specified

Occupation: IT and Telecommunications

Reference: VG/1795991
- Located at CFA Headquarters, Burwood East
- Full time, Ongoing
- PTA 5 $107,864 pa (plus 11% superannuation)
The CFA are proud of the work we do, protecting lives and property, 24 hours a day, 7 days a week.

With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experience and backgrounds, recognising the unique value they bring to CFA.

Want to read more about the Country Fire Authority (CFA) click here.

**About the Role**

At CFA, the Service Desk team is the frontline support for all ICT matters, ensuring smooth operations across the organisation.

Reporting to the ICT Infrastructure and Operations Manager, the Team Leader Service Desk guides the team in meeting KPIs and SLAs. You will provide technical guidance and support for platform integration activities and stay updated on industry best practices to advise on technology solutions.

The Team Leader also takes a hands-on approach, assisting the team in resolving complex ICT matters and providing leadership, coaching and mentoring. You will promote a customer-focused approach, emphasising excellent communication skills to explain technical matters to non-technical users.

Additionally, you will actively participate in ICT change management decisions and foster cross-functional partnerships with other ICT departments to support the Service Desk team in responding to incidents and service requests effectively.

**About You**
- Bachelor's degree in computer science, information technology, or other related field, coupled with relevant industry qualifications such as ITIL.
- Experience working as Team Leader Service Desk, service delivery manager and/or technical customer success manager within the ICT services / software / cyber security sector.
- Demonstrated experience implementing and enforcing best practices for incident management, problem resolution, and escalation procedures.
- Technical background with proficiency in enabling the successful coordination of platform integration activities and providing technical guidance to customers.
- Exceptional organisational skills, attention to detail, and a proactive approach to problem-solving.
- Demonstrated experience managing services within set SLA's and KPI's.
- Exceptional knowledge of ITIL service management principles and ITSM tools such as ServiceNow and Cherwell.

**Why choose CFA**
- Meaningful Purpose: Your contribution truly makes a difference
- Work-Life Balance: Paid parental leave, generous leave provisions
- Growth Opportunities: Learning and development
- Flexibility: Hybrid work options with flexible work arrangements
- Discounts: Emergency Memberlink discounts on various services
- Wellbeing Focus: Healthy for Life programs, flu vaccinations
- Member Assistance Program: Access support across 8 service pathways

**Your Application**

**Pre-employment Checks**
- Successfully complete a National Police History Check, Working Rights Check and hold a valid Working with Children Check.

**CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves. First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.**

**Applications close: 11:59pm 6**th** June 2024

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