Service Desk

3 weeks ago

Canberra, Australia National Library of Australia Full time

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**APS 6 - Program Manager, Service Desk**:

- A great opportunity to influence and support Library staff utilising your superior technical and problem-solving skills
- Manage the general day-to-day issues that arise in a technical support team by setting its priorities through rostering and providing support to others
- An opportunity to assist in steering the support team to focus on end-user computing

As a world leading library, the National Library of Australia offers an innovative and collaborative workplace where exceptional team players and technical specialists can flourish.

As part of the Library’s team, you will help support organisational reform, working collaboratively with your team to shape the Library’s future.

The National Library of Australia is seeking fill the important role of **APS6 Program Manager, Service Desk**. This is a great opportunity to provide your technical expertise to support the National Library’s service desk and help transition the team to an end user compute focus.

You will manage and coordinate service desk processes through the resolution of complex service desk enquiries.

Using your in-depth IT knowledge and expert advice, you will:

- Respond in a concise and timely manner to service issues and requests.
- Ensure that IT Security and Change Management Policies are followed.
- Keep abreast of new and emerging IT security issues and IT trends.
- Lead a small team in day to day priorities and escalate significant issues as they arise.
- hold qualifications or equivalent extensive experience in technical troubleshooting,
- hold qualifications or equivalent extensive experience in customer support,
- have experiencing configuring workflows in Jira,
- have prior training and development experience.

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