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Service Desk and Field Support Lead

2 weeks ago

Goulburn, Australia TAFE NSW Full time

**TAFE NSW - Life Changing Careers**

**Service Desk and Field Support Lead**

**Location Negotiable within NSW (Subject to campus availability)**

**Talent Pool Recruitment - Temporary and ongoing positions**

**Package valued at $178,647.30 includes salary ($158,152.00) - plus employer’s contribution to superannuation and annual leave loading**

At TAFE NSW, we are dedicated to life-changing impact.

That’s why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.

Life-changing impact starts with an incredible team that sees their career as an opportunity to transform someone’s world. Whether that’s inspiring students, supporting each other, or helping our communities and industries flourish.

We live by TAFE NSW values: Customer Focus, Integrity, Collaboration, and Excellence. They define who we are, how we work and inspire our performance.

**We invest in our people**

At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.

We provide you with tools and ongoing training and professional development, health and wellbeing programs, and depending on your role, a 35 hour working week with flexible working options.

**About the role**

The Service Desk and Field Support Lead plays a crucial role in delivering expert service desk both remote and onsite technical support to users across diverse locations, platforms, and technologies. Their responsibilities extend to developing operational policies, guidelines, and meticulously maintaining knowledge management systems and content. This ensures unwavering standards of service delivery and an exceptional customer experience.

**About You**

We’re seeking an experienced professional to lead our service desk and field support initiatives. You’ll share your expertise with our support teams. Your guidance will empower them to excel, delivering top-notch service to our users. You will have impeccable communication, adept negotiation, and effective prioritization skills. You will be analytical and organized and have previous experience in coaching, mentoring, supervision and directing staff to delivery on business outcomes.

**You will have**:

- Degree in relevant discipline or equivalent skills, knowledge, and extensive experience
- Demonstrated capability to provide technical direction and leadership in service desk and field support operations.
- Understanding of technical deliverables from a service perspective.

**Highly Regarded**:

- 5 years previous IT experience
- 3-year Supervisory Experience

To find out more about the role, click to view the Position Description.

**Our commitment to Diversity, Equality, and Inclusion**

We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks.

If you require an adjustment in the recruitment process, please contact our Talent Acquisition Advisor listed below.

**Applications close 11.55pm AEST Sunday 22nd September**
- Your current resume (PDF)
- Cover letter outlining how your capabilities, knowledge and experience meet the essential requirements 2 - 4 outlined in the Position Description. (2 page max)

**Targeted Question**: Please describe in detail a situation where you had to manage a staff member that was not contributing towards the team’s overall output in supporting the business objectives. What process did you follow, what actions did you take, how did you resolve the issues created from their lack of action with the team. (max 300 words)

This is a child-related position. A Working with Children Check is a prerequisite for anyone in child-related work. It involves a national criminal history check and review of findings of workplace misconduct.

To be eligible for positions at TAFE NSW, you need to be an Australian Citizen or Permanent Resident of Australia or a New Zealand citizen with a current New Zealand passport.

A talent pool, valid for 18 months, may be created for this position, and position(s) of the same classification that subsequently becomes vacant, may be filled via this recruitment.