Service Desk Team Lead

4 days ago

Brisbane, Queensland, Australia Queensland Fire Department Full time
About Us

The Queensland Fire Department (QFD) is a leading provider of fire prevention, preparedness, and response services to the built and landscape environments. Our organization is committed to delivering a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical, and vertical rescue severe weather incidents, remote, and swiftwater rescue. We also provide a range of functions supporting community safety outcomes.

Purpose of Role

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. As a Service Desk Team Lead, you will be responsible for leading the coordination of service desk functions and supporting IT service management processes. You will also liaise between the Service Desk and customers to ensure services are provided within pre-defined arrangements and provide excellent customer service.

Key Responsibilities
  • Lead and manage the development of the team by providing guidance and advice relating to service catalogues and service desk activities.
  • 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.
  • 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.
  • 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 departmental 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.
Leadership Competencies

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles:

  • Leadership Competency Stream - Team Leader (leading others)
  • Vision
    • Stimulates ideas and innovation
    • Makes insightful decisions
  • Results
    • Builds enduring relationships
    • Drives accountability and outcomes
  • Accountability
    • Fosters healthy and inclusive workplaces
    • Demonstrates sound governance
Shared Values

We are committed to exemplifying the QFES shared values of:

  • Respect
  • Integrity
  • Trust
  • Courage
  • Loyalty

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