IT Support Team Lead for Public Sector
12 hours ago
This challenging role involves leading a team of IT professionals to deliver high-quality service desk support.
Key Responsibilities- Team Leadership: Manage and supervise a team of service desk analysts, providing guidance, training, and performance management.
- Service Delivery: Ensure timely and effective resolution of IT service requests, incidents, and service disruptions to maintain service levels and operational efficiency.
- Process Improvement: Oversee the development and implementation of service desk procedures and workflows to improve efficiency and user satisfaction.
- Incident Management: Monitor and track incidents, ensuring they are logged, escalated, and resolved according to established SLAs (Service Level Agreements).
- Stakeholder Communication: Act as a key point of contact between IT and end-users, ensuring clear communication regarding service issues, updates, and resolutions.
- Reporting & Analytics: Prepare regular performance reports, track KPIs, and provide actionable insights to senior management for continuous improvement.
- Problem Resolution: Identify recurring issues and collaborate with technical teams to develop long-term solutions.
- Technology Management: Assist in managing the tools and systems used by the service desk team, including ticketing systems, knowledge bases, and remote troubleshooting platforms.
The ideal candidate will have proven experience in a Service Desk or IT support role, with a strong background in team management or supervision. Experience working in a government or public sector environment is highly desirable. They must also have an in-depth understanding of ITIL framework and service desk best practices. Strong communication skills, along with the ability to explain technical concepts to non-technical stakeholders, are essential for success in this role.
Requirements- A degree or equivalent qualification in Information Technology, Computer Science, or a related field is preferred.
- ITIL certification (e.g., ITIL Foundation) or similar industry certifications would be an advantage.
Estimated salary: $84,490 per annum (based on 38 hours/week). The successful candidate will work in a dynamic public sector environment, contributing to the delivery of high-quality services to citizens.
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