Ict Support Team Lead

2 weeks ago

Fortitude Valley, Australia halcyonknights Full time

**About the Role**

Are you passionate about leading and managing a team in providing exceptional IT support? Are you ready to take on a challenging role that ensures enterprise service levels are met? If so, we have an exciting opportunity for you with a large government department.

As a Team Lead, you will be responsible for overseeing and coordinating a team of technical staff, delivering level 2 technical support, incident management, and request fulfillment across various technology domains. These domains include End User Computing, Servers and Networks, and Unified Communications.

Your expertise and leadership will play a crucial role in maintaining defined service levels and keeping operations running smoothly.

**What Your Day Will Look Like**:

- Provide operational support to client sites, both on-site and remotely, as needed.
- Lead, manage, and coordinate a team of technical staff, ensuring efficient and effective delivery of ICT support services such as desktop services, file server support, and voice/data communications.
- Offer high-level system administration for the communications/network environment, investigating and diagnosing issues and taking remedial action to maintain agreed service levels.
- Ensure service delivery meets established targets and assess the impact of changes on the operational environment.
- Oversee the installation and configuration of hardware, firmware, and software in accordance with departmental standards and frameworks.
- Establish and maintain strong working relationships through effective communication, negotiation, and collaboration with stakeholders.

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

- Experience delivering high-quality ICT services, with a focus on workload management, prioritization, and working autonomously.
- Excellent interpersonal, written, and oral communication skills, including negotiation, advisory, and influencing abilities.
- Strong ICT leadership and management skills, including change management and fostering a culture of continuous improvement.
- Demonstrated technical expertise in managing, configuring, monitoring, and designing ICT environments, including LANs, PBXs, Paging systems, Wireless networking, and file server and desktop environments.
- Proven ability to support ICT services in line with agreed Service Level Agreements.
- Experience with or a quick ability to learn Service Now and Information Technology Infrastructure Library (ITIL) Service Management processes, primarily incident/change/configuration management.

**Eligibility**:

- We encourage permanent residents to apply.
- We join our client in our commitment to creating an inclusive and diverse workplace where every employee is valued and empowered to contribute their unique perspectives, beliefs, and ideas.

**Benefits**:

- Potential for career growth - professional development in your chosen specialisation at your own pace.
- Flexible work hours between 6 am and 6 pm.
- On call allowance and overtime
- Part-time may be considered.

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