Team Leader
1 week ago
**Role responsibilities**:
- Monitor and advise resource planning to maximise DSC capacity and capability to support and maintain 1st level support functions for clinical services and seasonal demand such as bulk intake and placement rotations of clinicians within Queensland Health.
- Plan and coordinate recruitment strategies and activities utilising best practice industry standards to ensure high levels of resourcing continuity across DSC service desk to support clinical service support functions within Queensland Health.
- As Administrators, manage and maintain significant knowledge of system administration, system access, security activities, report generation and service improvements for traditional automatic call distribution and cloud-based call centre system, Amazon Web Service (AWS) which is crucial for the daily support and delivery of clinical services.
- Partnering and providing expert business recommendations and advice to project teams, stakeholders, service owners and customers for the creation of business cases, capacity plans, support models and workflows to ensure high levels of customer support is created and maintained, ensuring strong customer advocacy and alignment to ITIL and best practice Service Management processes.
You will be assessed on your ability to demonstrate the following key capabilities, knowledge and experience. Within the context of the responsibilities described above under 'Key Responsibilities', the ideal applicant will be someone who can demonstrate the following:
- Demonstrated experience in leadership skills and the ability to manage processes and procedures of best practice service desk functions while delivering high quality customer service and 1st line support in a diverse ICT environment.
- Demonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool and ITIL Service Management processes, primarily incident/problem management.
- Proven ability to develop and maintain internal and external relationships at multiple levels in a large multi-disciplinary organisation.
- Proven ability to coordinate and allocate work to meet agreed service levels in a highly focused customer service environment.
- Well-developed interpersonal, written and oral communication skills including the ability to negotiate, advise, influence others and work collaboratively with people to make decisions.
**Specific Working Conditions**:
- The ability to work extended and/or rotating shifts (24x7) as required is a condition of employment. Appropriate remuneration under the relevant award will
- The ability to participate in on-call arrangements required is a condition of employment. To be available as a point of escalation where major service interruptions occur out of hours. Appropriate remuneration under the Award will apply.
- Reasonable travel as negotiated may be a requirement of this
**Benefits of working with eHealth Queensland**: By joining eHealth Queensland, you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.
**You will enjoy a variety of benefits, including**:
- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and development
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