Senior Technical Support Specialist

5 days ago

Canberra, ACT, Australia Experis Australia Full time

Role Summary:

The Ministerial IT Services Manager will be responsible for leading a team of IT support specialists who provide technical support to Ministers, departmental SES Band 2/3 Officers and their support staff. This role requires strong leadership and communication skills, as well as the ability to manage competing priorities and make strategic decisions.

Key Responsibilities:

  • Lead a team of IT support specialists
  • Provide technical IT support via telephone, email, face to face and remotely
  • Install, maintain and troubleshoot ICT hardware, software and peripherals
  • Administrative tasks including Microsoft access controls and software deployments
  • Manage queues via the department's service management tool, resolving Incidents and Service Requests
  • Compile and troubleshoot issues before engaging with internal support teams for resolution
  • Train new staff to ensure consistency in expectations and service delivery
  • Involvement in performance and learning and development discussions
  • Contribute to service improvement opportunities and knowledge base development
  • Domestic travel and event support, as required

Requirements:

  • Strong leadership and communication skills
  • Ability to manage competing priorities and make strategic decisions
  • Experience delivering on outcomes whilst working independently
  • Experience responding to ICT inquiries and requests from a range of stakeholders
  • Proven experience in leadership roles, building a positive culture with a focus on service quality, ensuring client and stakeholder satisfaction and confidence
  • Ability to provide high-quality advice and client service on ICT matters
  • Experience working in a support environment, with Microsoft Products, including Windows Operating Systems and the Microsoft Office Suite
  • A strong focus on Continual Service Improvement within the ICT Service Delivery context
  • Skills and experience in managing competing priorities, able to anticipate and meet the needs of stakeholders
  • Engagement in performance and learning and development discussions
  • Experience with planning, scheduling, and delivery of BAU and small-scale ICT activities within a team environment

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