IT Client Services Team Lead

6 months ago

Canberra, Australia HAYS Full time

Seeking an experience IT Client Services Team Lead, to join a diverse and high functioning organisation.

**Your new company**

Your company works to support Defence personnel Australia-wide, providing services to Defence personnel and their families. Your new workplace promotes flexible work, continuous learning and a work environment that connects with your life experiences. Celebrating the diverse voices of their employee, and ensuring everyone is included and can collaborate, innovate, and celebrate differences, your new workplace has an inclusive and high performing culture where you can contribute to the company's goals and support ADF members and their families.

**Your new role**

Your new division provides 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.

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 Clients Manager to ensure operational standards are maintained, delivering a high level of customer service and ensuring effective resolutions are implemented in a timely manner.

Your role will consist of, but will not be limited to:

- Providing operational level management and technical leadership to the IT Client Services Team. Including performance management activities to ensure the teams are appropriately skilled and able to fulfil their roles.
- Investigating and deconstructing complex 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.
- Implementing process improvements with a focus on efficiency, user experience, holistic approach, effective management of trending issues, and meeting KPIs.
- Working closely with the IT Client Services Manager to clearly articulate priorities, themes and planned outcomes.
- Working with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems and document the solutions within the existing organisation methodology and ICT Framework.
- Maintaining knowledge management practices and follow appropriate organisation procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)

**What you'll need to succeed**
- Leading a small ICT service delivery team, focusing on positive outcomes, providing technical leadership and contributing to the coaching of team members and their professional development.
- Strong customer service focus with the ability to maintain service delivery standards, not just within IT Clients Services teams, but also within your broader sphere of influence.
- Managing competing priorities, including experience in the management of ICT specific projects and business as usual.
- Strong understanding of ITSM processes and procedures, contributing to their continuous improvement.

**What you'll get in return**
- A full time permanent position, with a competitive remuneration package.
- North Canberra location, close by public transport, restaurants, cafes and childcare facilities.
- Internal progression, learning and development opportunities.

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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