Information Management and Technology

**Closing Date**:
**Tuesday 13 February, 11:59pm**

**Status**: Permanent Full Time (35 hours per week)

**Salary**:$122,577.85 to $134,851.36 per annum + 11% superannuation + leaseback vehicle or sustainability allowance
- **Vibrant eastern suburbs location with easy access to cafes, beaches and parks**:

- **Create a sense of community - your work supports staff across Council in delivering services that are vital to our residents**:

- **Work life balance with access to generous leave entitlements and a 9-day per fortnight work pattern**:

- **Focus on customer experience - ensure that staff have a positive experience when they need IT assistance**:

- **Lead and develop a small team of professional IT support staff**:

- **Drive a culture of service excellence and continuous improvement**

Randwick City Council's Information Management and Technology (IM&T) Services Department is seeking a Coordinator to lead the Service Desk team. The Coordinator ensures that:

- staff needing IT support have a positive customer experience in engaging with IM&T
- setting the direction of the Service Desk
- managing the delivery of frontline support services to Council staff
- supervising procurement and asset management functions
- Randwick City Council is an innovative and progressive local government committed to serving our vibrant community on the eastern beaches of Sydney. In addition to rewarding work, we offer great employee benefits including competitive remuneration, flexibility including a 9-day work pattern and start and finish times, additional leave entitlements, health and wellbeing days, ongoing learning and training opportunities, fitness passport program and much more.

The Coordinator Service Desk has both people leadership and frontline service delivery responsibilities. It is expected that the position will be largely office based with working from home on an exception basis as negotiated with the Manager. The role is not routinely required to work outside business hours or be on call.
- What we value:

- We have a high-performance culture fostered through our values of Integrity, Customer Focus, Accountability, Respect, and Excellence. Our culture encourages and supports equity, diversity, and inclusion for our employees and our community.

**We will trust you to bring**:

- Your tertiary qualifications in Information Technology or significant experience in a similar role
- Understanding of ITIL service management processes (incidents, service requests, access management, change management) and ITIL based tools
- Your experience leading a multidisciplinary team including IT and procurement functions
- Your technical experience in delivering end user support
- Your leadership and team cultural skills to build a high performing team
- Your communication and engagement skills with your customers

**Things you will do**:

- Operational leadership: Provide supervision and direction to the Service Desk team
- People Leadership: Develop and nurture the capabilities of the team with a focus on skill development, career development and succession planning.
- Culture Development: Build on and further develop an effective internal culture and business partnerships which emphasise positive experience of customers in using IT services
- Service Delivery: Manage the team delivery of ITIL processes including incident resolution, service request management, access management and problem management to the organisation to drive resolutions within agreed service levels
- Continuous Improvement: Identify and implement opportunities to improve processes and services, and to measure their impact.
- Asset Control and Management: Manage end user assets effectively including planned refresh programs and stocktake; and contribute to budget planning

**Further information**:
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- contact Anthony Collis, Manager Information Management and Technology Services, on 02 9093 6601.