Team Lead Ict Service Desk

16 hours ago

Brisbane, Australia Queensland Treasury Full time

The service desk is the first point of contact for resolving incidents and providing ICT services to both internal and external clients. The ICT service delivery team relies on established processes to ensure the consistent and reliable delivery of services for QRO.
**Your typical day as a Team Lead, ICT Service Desk may include**:

- Providing leadership, coaching and support to the service desk team
- Managing day to day operations of the service desk
- Monitoring queues and operations dashboards
- General rostering, allocating resources and maintaining knowledge bases
- Providing support to internal and external end users/stakeholders to build, grow, and maintain relationships.

You will be supported by a positive, constructive team and divisional leaders as you do your work.
**Key accountabilities of the role are**:

- Leading and providing complex support to users within QRO and external partners, serving as the primary escalation contact for all QRO systems incidents, service requests and change requests.
- Ensuring and maintaining timely communication of planned and unplanned system maintenance and outages to users and relevant stakeholders.
- Coordinating incident resolution for major ICT incidents.
- Generating and analysing service delivery reports for team KPIs and other metrics.
- Reviewing support materials for the ICT Service Delivery team and business users, using QRO's knowledge base, and provide advice on training materials and documentation.
- Ensuring that appropriate expertise in production verification testing (PVT) supports the maintenance and enhancement of QRO's ICT products.
- Facilitating team and individual development and a build positive and participative culture that supports division and QRO strategic objectives.
- Guiding and coaching team members and peers to deliver high quality ICT services.

**To be successful in this role, you will need to demonstrate**:

- Experience leading an IT service desk.
- People management experience.
- Strong interpersonal skills for effective communication.
- Growth mindset and a proactive approach to personal and team development.

We welcome applicants to share with the contact officer any health condition, disability and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.
If you are interested in this role - click 'Apply' to be redirected to the full advertisement including role description and contact details.
Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles.
**Job Ad Reference**: QLD/602186/24Closing Date: Tuesday, 19 November 2024This work is licensed under a Creative Commons Attribution 3.0 Australia License.

  • Service Desk Manager

    16 hours ago

    Brisbane, Australia Titan ICT Full time

    **Job Category**:Help Desk & IT Support (Information & Communication Technology)**Job Type (PT / FT)**:Full Time**Job Location**:Brisbane**Contract Type**:Permanent**About us**: Titan ICT is an Australian-owned company specialising in strategic ICT advice, systems integration and technical support services. With a proud record of delivery since 2003, we have...

  • Ict Service Desk Technician

    1 week ago

    Brisbane, Australia CPL - Choice, Passion, Life Full time

    Work for an organisation that shares your values. - Passionate about IT and ensuring exceptional service delivery? - Flexible working options available! CPL is a leading provider of disability support services in Queensland and Northern New South Wales. We're on a mission to empower people with disabilities and older Australians to live the life they...

  • Service Desk Team Lead

    16 hours ago

    Brisbane, Australia Queensland Fire Department Full time

    About us The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and...

  • Ict Service Desk Officer

    1 week ago

    Brisbane, Australia CPL - Choice, Passion, Life Full time

    Permanent, Full-time, Brisbane CBD + WFH flexibility - $75,000pa plus Salary Package up to $15,900 of your salary - Work for a leading not-for-profit and make a difference to people! **Do your current employers values align with yours?** **Are you passionate about creating a positive impact?** Want to make a difference to the lives of people with...

  • Service Desk Coordinator

    1 week ago

    Brisbane, Queensland, Australia Queensland Parliamentary Service Full time $60,000 - $90,000 per year

    The Queensland Parliamentary Service is seeking a dynamic and client-focused Service Desk Coordinator for a 12-month temporary appointment. This role champions exceptional IT service delivery across our precinct in Brisbane and 97 electorate offices statewide—from Barron River to Currumbin and Mount Isa.About the IT Service AreaLocated within the Strategy,...

  • Service Desk Team Lead

    1 week ago

    South Brisbane, Australia Empire Careers Full time

    Location : South Brisbane Job Type : Fixed Term/ Temp Job Salary : Attractive Package This government agency is seeking a leader who will drive improvement across all facets of the agencies IT landscape. You will lead an onnovative and engaging team to support the strategic and ongoing direction and requirement of the agency in the delivery of this...

  • Service Desk Team Leader

    16 hours ago

    Brisbane, Australia M&T Resources Full time

    **Brisbane** **IT & Telecomms** Help Desk / Support We have partnered with a Queensland Government department, and we are looking for a people leader to join our client’s corporate IT service desk as a **Team Leader**. This is a critical role in ensuring the successful delivery of technical support and client services in line with the organisations...

  • Team Leader, Service Desk

    2 weeks ago

    Brisbane, Queensland, Australia Electoral Commission of Queensland Full time $90,000 - $120,000 per year

    To be successful in this role, you will hold the following demonstrated attributes and experience:• Demonstrated experience in applying ICT service management frameworks, including ITIL, with a proven track record of developing and enhancing teams and systems to best meet organisational targets.• Highly developed interpersonal skills and stakeholder...

  • Service Desk Team Lead

    6 days ago

    Brisbane, Australia Public Sector People Full time

    State Government | 12 month contract + extension - Brisbane CBD | Immediate Start | $71.67 per hour + super - Public Sector People_ are seeking an experienced Service Desk Team Lead. You will play a key role in leading a team of Service Desk analysts and will be responsible for overseeing the day-to-day operation of the IT Service Desk. We are looking for...

  • Service Desk Officer

    2 weeks ago

    Brisbane, Australia Parliamentary Service Full time

    **The primary objectives of the position are to**: * - Be the first point of contact for customers for ICT issue resolution, triage issues as required and provide basic (L1) to intermediate (L2) technical support, ensuring monitoring of issue resolution, timely follow up with customers and a positive customer experience. - Provide assistance where necessary...