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Aps6 Helpdesk Team Leader

4 months ago

Canberra, Australia HAYS Full time

Exciting opportunity to manage a hotline on the forefront of Australia's cyber security

**Your new company**
This Australian Government Cyber Security Agency is leading the APS in efforts to improve cyber security for all Australians. As part of this effort, they have launched a 24/7 hotline for reporting cyber security incidents.

**Your new role**
The Helpdesk Team Leader will:
Primary
- Provide on the job training to call centre support officers;
- Manage quality control and surge capacities;
- Set and manage contractor KERs;
- Develop agile training frameworks suitable for a casual workforce ie. surveys and assessment of staff competencies to delivery appropriate one on one and group training;
- Undertake monthly staff feedback sessions;
- Coordinate the roster and associated staff administrative functions;
- Engage with management on the operations of the call centre.

Secondary

**What you'll need to succeed**
Mandatory
- Strong training and development skills including ability to identify gaps and design, coordinate and delivery refresher training;
- Demonstrated computer literacy;
- Strong oral and written communication skills;
- Effective administrative skills, including managing a staff roster, managing the relationship between the agency and the vendor and the ability to multi-task;
- Effective management skills, including managing work volumes, staff skilling and development, call quality control and budgeting;
- Ability to follow procedures and provide a positive customer experience;
- Ability to use common sense and resolve issues by sourcing information, asking questions and escalating to management as required;
- Ability to identify learning opportunities and facilitate improvements to work tasks and business practices;
- Experience in customer service Desirable 13. An interest in future employment within the ACSC.

Desirable
- Salesforce background would be of benefit not essential;
- Interest in cyber security or technology;
- An interest in future employment within the agency.

**What you'll get in return**
You will be engaged on a Labour Hire contract and receive an attractive hourly rate. This position is located within the Brindabella Business Park district with close access to cafes and shops. This position will require the individual to work on site and as such remote work is not an option.

**What you need to do now**

**LHS 297508** #2741103