Service Centre Manager
4 days ago
The Service Centre provides Tier 1 Information Communication Technology (ICT) services for approved software and hardware in accordance with Managed Operating Environment (MOE) and standard desktop guidelines. It is responsible for troubleshooting and resolving problems with IT equipment and applications involving a combination of technical expertise and communication skills.
The team also provides detailed support and guidance to end-users, ensuring a reduction in downtime and improving customer experience, and facilitates a trusted relationship with customers in State Operations, QFR and RFSQ frontline operational, streams and/or corporate areas to achieve optimal outcomes for the departments strategic operational and business outcomes.
Key Requirements- Demonstrated Team Lead/Supervisor experience within a fast-paced ICT service delivery function.
- Experience in the use of ServiceNow especially knowledgeable with Incident, Request, Critical Incident, Change, Problem.
- Certification in ITIL 4 Foundations
- Ability to understand current technologies from a support, training and escalation perspective.
- The incumbent will be appointed as a staff member of the organization. The role will be required to undertake non-continuous shift work in accordance with the organisational award.
- This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to the community.
- Lead and manage the development of the team by providing guidance and advice relating to service catalogues and service desk activities, to ensure prompt and effective delivery of services to clients and key stakeholders.
- Oversee ServiceNow ticketing system and ensure the effective management of the incident management and request fulfilment processes.
- Coordinate administrative and technical workloads for the service desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
- Monitor and report against the Service Desk queue and, act as an escalation point for high priority incidents, to ensure the appropriate technical resource is assigned and issue/s resolve in a timely manner.
- Review and ensure the effective management and continuous improvement of the Service Centre through the application of best practice procedures, governance and compliance activities.
- Manage Tier 1 technical support team in resolving queries via telephone, remote desktop tools or face to face to effectively coordinate resources, releases and operational support activities and/or escalate major incidents, problem changes in adherence to service management principles.
- Oversee and maintain quality control and assurance activities to ensure that work instructions for the documentation (routine and non-routine), ICT processes and standards are current and align with organisational policies and regulatory requirements.
- Manage and maintain skills and knowledge of the team, through fostering teamwork and assisting with human resource management activities, including staff performance and development, training and review.
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