Team Leader

About the Team:
Members of our State Wide ICT Service Delivery (SWISD) team value innovation, excellence, collaboration, and empowerment.
Our key priorities are supporting the safe and secure ICT environment within Queensland state schools, enabling learning and organisational productivity while fostering equity and excellence in education.
Key stakeholders of the team include our State Wide Systems Technicians, our Brisbane based Technical Specialists and Project Officers, our IT Support and Service Delivery Managers together with our schools across Queensland.

About the Role:
As the Team Leader, you will play a pivotal role within the SWISD team, leading a group of dedicated Level 2 IT support professionals to ensure seamless IT service delivery across the state. Reporting to the Service Delivery Manager, you will lead and drive continuous improvement initiatives for IT remote support services, contributing strategically to the department's goals and objectives.

Responsibilities Include:
Implement and promote best practice in service delivery and support within an ICT operations team, while providing focus on client solutions and their alignment with agreed service levels.
Maintain and support inbound and outbound requests against the service catalogue, with focus on resource profiling to understand team capacity and capability, aligning to team skills and performance.
Provide input into developing strategic and operational responses to emerging needs, including supporting a collaborative approach to complex requests with process managers and ICT operations representatives.
Keep current with the latest technologies being offered in the information technology (IT) industry and undertake specific research and investigations to identify potential benefits for the department.
Prepare reports on the progress of service delivery and operational initiatives and respond to related matters identified during the review processes.
Lead the development and implementation of documentation for operational infrastructure changes, ensuring adherence to quality assurance expectations, policies and procedures, and government and industry standards and best practices.
Liaise with school representatives and other business teams within the department in relation to new technology and solution deployments and to monitor the effectiveness and benefits from operational lead initiatives.
Develop and enhance vendor and contract services ensuring the delivery of defined outcomes, with emphasis on the ability to communicate and negotiate activities on behalf of the business unit.
Act as an integral part of the departmental ICT operations teams, providing leadership and support to other operational teams, regional ICT teams, school representatives and other departmental staff, in relation to service delivery and new technology development.
Contribute to the preparation of written and verbal advice, including briefing papers and technical documentation for the consideration of management and clients in relation to information technology services.

While not mandatory, it would be highly desirable to have the following skills and experience:
Proven experience in leading Level 2 IT support service delivery within a large organisation.
Strong team leadership skills with the ability to motivate and inspire teams.
Excellent communication and stakeholder management skills.
Ability to drive continuous improvement initiatives.

About You:
You should demonstrate a proactive approach to problem-solving, strong analytical skills, and a commitment to excellence in IT Level 2 support service delivery.

Additionally, the right fit for this role should have a collaborative spirit, be adaptable to emerging needs, and possess a drive for continuous improvement and learning within the dynamic IT landscape.

Interested? To Apply:
Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history);
Attach a 2-page response to the How you will/may be assessed section of the attached role description.

Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.

Applications from recruitment agencies will not be accepted.
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