Service Desk Team Leader

4 weeks ago

Parramatta, Australia eHealth NSW Full time

**Employment Type**:Full Time - Exempt up to 12 Months
- **Position Classification**:Programming Super
- **Remuneration**:$99,443 - $109,496 per annum plus 10.5% superannuation
- **Hours Per Week**:38
- **Location**:Jessie Street Centre, Parramatta
- **Requisition ID**:REQ402720
- **Applications Close**:Tuesday 13 June 2023 11:59PM

**Join the team driving the digital transformation of Australia’s largest public health system**

**About us**

Working at eHealth NSW is more than a job. Every day, we set out to design, build and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.

Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace where our people can gain a sense of belonging, value and opportunity.

**Come work with us**

We have an exciting opportunity in the Statewide Service Desk Team for a Service Desk Team Leader.

Reporting into Simon Andrews, the Statewide Service Desk Manager, you will be part of the team responsible for a team of Service Desk Analysts. Working closely with 6 other Team leaders to support, develop and recognise best practice. Our goal is to empower staff to be proactive, problem solve, rewarding initiative and ‘going the extra mile’.

This role supports both office-based and flexible working arrangements although you will be expected to attend the Parramatta office minimum 5 days in each month. Interviews will be held over Teams or locally. There are 7 team leaders in our Statewide Service Desk community, 1 on the 24 hour extended hours roster and the other 6 working flexibly from 6am - 5:30pm. Each team leader leads a team of around 16 service desk analysts.

**What you will do**

As an integral member of the Statewide Service Desk Team, you will:

- Manage the consistent use of agreed tools and methods to address and resolve user identified problems in line with service level agreements
- Escalate performance issues with internal and/or external providers to minimise adverse impact of systems availability on business continuity

More information about the Service DeskTeam Leader role, can be found in the POSITION DESCRIPTION.

**About you**

The skills, knowledge and experience we are looking for in you are:

- Previous experience role-modelling and influencing others in solution-focused behaviours within a Service Desk or customer service environment
- Experience with conducting regular constructive coaching conversations with team members and developing action plans to address performance gaps and development opportunities
- Leading and maintaining a positive team culture with specific focus on customer service and teamwork
- Proven leadership in a Service Desk or similar environment with the ability to schedule resources and manage team rosters
- Proven ability to work effectively under pressure by managing competing priorities whilst recognising strategic business requirements to meet deadlines, SLAs and KPIs
- Experience in leading a team through transformational change will be highly regarded

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.

**Benefits of working for eHealth NSW**

We support our people with great benefits so they can support the patients and staff of NSW Health. These include:

- Flexible work options
- Skills and leadership development training programs
- Salary Packaging
- Health and wellbeing programs

More information about these benefits can be found on our Benefits Page.

**Valuing diversity and inclusion**

For more information on the strategies in place to support diversity and inclusion, such as NSW Health’s Stepping Up program for Aboriginal and Torres Strait Islander people and our Disability Employment Strategy, please visit our Diversity and Inclusion page..

**How to apply**
- Can you please provide an example where you have improved the performance of a team through coaching, training and regular catchups. What was your approach and outcome.
- Can you provide an example where you have had to manage a disengaged employee, please provide an example how you changed this.

**Applications Close**:Tuesday 13 June 2023 11:59PM

All NSW Health workers are required to have completed a primary course of a COVID-19 vaccine which has been approved or recognised by the Therapeutics Goods Administration (TGA). Additionally, Category A workers are required to receive a booster dose three months after completing the primary course of COVID-19 vaccinations. New applicants must have completed the vaccination course prior to commencement with NSW Health, or provide an approved medical

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