Aps6 Ict Service Desk Team Leader

The ICT Tier 1 Team Leader position is responsible for overseeing the operation of the Tier 1 Support team. This position is a team leadership position within the Agency and will have responsibility to resolve issues and risks across a range of activities. It will provide resource and performance management, leadership, planning, technical and operation support and decision making within the team. The Team Leader role will liaise with a range of internal and external customers along with different vendors

**Due to the nature of the roles applicants MUST be Australian Citizen's with the bility to obtain an NV1 securtiy clearance.**
- Assist with procedure enquiries, either by directly answering straightforward process questions or referring complex process questions to the relevant internal business team.
- Provide SES and VIP support as a priority, either by resolving the problem or escalating to the Managed Service Provider VIP service
- Support with enquiries in relation to desktops, laptops and smart phones and including video conferencing and network hardware
- Work to improve the Tier 1 support team knowledge base via process improvements and new documentation
- Provide strong leadership, mentorship and management to the Tier 1 support team
- Responsible for the day to day management, performance and coordination of responsibilities to the Tier 1 team and provide support, direction, advice and guidance
- Provide motivation of staff and ensure the ongoing development of the team through training and coaching
- Ensure timely completion of support calls by the Tier 1 team
- Triage all technical issues raised, identify what additional information is required and either solve the issue or escalate to the relevant resolver group
- Act as an escalation point for unresolved or escalated requests and manage any related complaints for ICT issues
- Maintain and/or develop ICT training materials and guides. For the Tier 1 team, ensure these are followed and adhered to
- Identify staff training needs and individual and team development
- Provide input on incident and service request process and improvement opportunities
- Review and approve Tier 1 Service Desk Analyst time sheets, when requested
- Provide Hardware support for Networking equipment, VCs, telephones, mobiles, laptops, desktops, screens, cabling
- Organise, manage and review ICT hardware procurement
- For the Agency's IT equipment - track, manage and maintain the asset register, hardware requests and stock
- Assist with site set up and expansion
- Provide input and support to new services transitioning to production to ensure they can be managed by the ICT Tier 1 team effectively
- Ensure COS outage notifications are posted to the Agency's website in a timely manner
- Scan the market and identify IT products that may be applicable for use in the Agency
- Assist with Tier 1 tasks, as needed

The ideal applicant will also have:

- At least 2 years of ICT Tier 1 support experience and substantial experience in using and supporting the Microsoft Office suite of software and Apple mobile devices
- Proven ability to work through, and progress, work issues with limited direction
- Demonstrated strong leadership in operational environments
- Be flexible and adapt quickly to a changing environment
- Have high levels of integrity and professionalism
- Good understanding of the ITIL framework
- Good understanding of computing hardware and strong problem solving skills with the ability to quickly and accurately troubleshoot issues
- Excellent customer service skills
- Ability to quickly establish, build and maintain relationships with internal and external customers and vendors