Applications Services Team Leader

3 weeks ago

Hornsby, Australia Hornsby Shire Council Full time

Reference Number: 2023-10

Closing Date: 05-02-2023

Employment Type: Permanent Full Time

**Salary**: $100,830 to $112,430, plus 10.5% superannuation and a 9 day fortnight. _Appointed salary in this range will be based on skills, qualifications, and experience._

**About us**

Hornsby Shire is located on Sydney's upper north shore, approximately 25 kilometres north of the CBD. Known as the ‘Bushland Shire’, our local government area is characterised by bushland comprising national park, major waterways, natural reserves, and rural landscape. The rest of the Shire combines urban, rural, and open spaces.

**About the role**

This position operates in a fast paced, modernised Cloud driven environment with hybrid/ work from home options. You will have access to professional development and training within this role.

This role has 3 major components;
- Helpdesk and Applications Team Management
- IT Helpdesk Service Delivery
- IT Business Applications (TechnologyOne, Pathway, Content Manager) - Delivery, Administer and Support

Requirements Include,

**Leadership & Management**
- Direct line management of Helpdesk & Application Engineers, including, the day-to-day operation of the Helpdesk and Applications functions,
- Act as an escalation point for Helpdesk & Application support for the Technology Team and first point of contact for internal customers
- Advise and support own team, build team capacity and capability, training, effectively listen, and engage team members in the group to advance the team.
- Familiarity with IT service delivery frameworks (e.g. ITIL)
- Strong stakeholder management skills

**Helpdesk**
- Strong understanding of basic IT principles across Azure Cloud, Office 365. network, server and desktop environments
- Excellent critical thinking, prioritisation and problem-solving skills
- Managing and maintaining the Technology asset and software licensing registers
- Management of ticketing system, ensuring adherence of service level agreements and service desk processes, prioritisation, and assignment of tickets to appropriate technicians, and communication with clients regarding support matters

**Applications**
- Support Council in all functional & technical components of Applications; Documentation, Automation, Version Upgrades, Vendor and Contract management, Implementations, Service Delivery and Training
- Attend key project meetings and support team members across projects
- Critically examine existing processes relating for continuous improvement
- Expert process mapping skills, including mapping as is vs to-be processes

**About you**

To be successful in this role you will be a pro-active, enthusiastic, customer-focused person with highly developed analysis and problem-solving skills. We are seeking an individual who communicates in a friendly, professional manner. In your new role you will use your ability to explain complex and technical concepts in plain English (both in writing and verbally), in a way that is easy for non-technical users to follow and understand, along with strong influencing skills.

**Benefits of working with us**

We pride ourselves on having a fantastic culture with a genuine appreciation for work-life balance and an excellent path to advance your Technology and Transformation career. Visit hornsby.nsw.gov.au/careers and click on "what we offer" to learn about the wonderful benefits available at Hornsby Council.

Hornsby Shire Council recognises the benefits to both an individual employee and the organisation that can
arise from working from home arrangements.

**Please note that it is a requirement of this position that you are double vaccinated prior to commencing duties with Hornsby Council.**

For further information, please contact Tim Wedell, IT Operations Manager on (02) 9847 6868.

**Closing date**: 5 February 2023 at 11.30pm

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