Executive Manager

About us

As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events.

Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue Service, disaster management services, the Rural Fire Service, and the State Emergency Service, and also supports other volunteer groups providing emergency response to Queenslanders.

Purpose of role

Reporting to the Director, Service Management and Operations, you will ensure effective and efficient level of IT Support is provided within the deskside support and end user computer (EUC) device environment. You will manage team resources to meet incident management schedules and day-to-day operations to troubleshoot, diagnose and resolve incidents for end users, including removing and/or repairing physical hardware and devices. You will provide guidance to ensure excellent customer services, with a focus on performance, process improvements and recommending strategies and initiatives to meet technology service functions, asset management and processes to support state or regional based operational and organisational requirements.

Key requirements

Highly desirable requirements
- Strong experience in an enterprise-scale ICT services environment including experience leading a high performing delivery and support team providing technical support for operational and project delivery.
- Experience in using ITSM tools for IT Service.

Knowledge and experience in project management methodologies i.e. PRINCE2, Agile.

Special requirements
- This role may require work to be performed out-of-business hours and in response to managing an operational service team within a 24 x 7 critical ICT business environment.

Your key accountabilities

Your key accountabilities
- Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

- Lead and manage a regional portfolio of IT professionals, engaged in the support and preventative maintenance of information technology and drive best practice and continuous improvement principles to enhance service delivery and contribute to corporate objectives and initiatives.
- Oversee the supply, installation and lifecycle management of end-user computer (EUC) devices and the effective technical support to ensure all assigned services and resources are deployed to meet departmental requirements.
- Monitor outputs of the regional technical teams and utilise best practice and continuous improvement principles by reviewing end-user feedback to enhance service delivery and contribute to corporate objectives and initiatives.
- Provide high quality advisory, consultancy and guidance to senior management and customer agencies on IT support related issues, information technology systems, risk and compliance management, services and strategic initiatives.
- Build and maintain effective working relationships with internal and external stakeholders driving a culture of collaboration, and a pro-active approach to service delivery of systems and products.
- Lead risk management and compliance management audits and implement innovative strategies to mitigate and resolve IT related risks, and ensure the technology support teams are well resourced, organised and physical assets are available for deployment.
- Provide ongoing training and capability development of the Deskside Technicians and Information Support officers to ensure compliance with quality and service delivery metrics for all assigned services.
- Lead and manage a multi-disciplinary team, fostering teamwork and managing financial and human resource activities, including ongoing development of staff through performance, planning and review.

Capabilities

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream - Program Leader (leading teams and/or projects)

Vision
- Leads strategically
- Leads change in complex environments

Results
- Builds enduring relationships
- Drives accountability and outcomes

Accountability
- Fosters healthy and inclusive workplaces
- Demonstrates sound governance

Once you join us we will want you to exemplify the QFES shared values of:

- Respect
- Integrity
- Trust
- Courage
- LoyaltyThis work is licensed under a Creative Commons Attribution 3.0 Australia License.