IT Service Desk Team Leader

Location: Melbourne | CBD

Job type: Full time

Organisation: Development Victoria

**Salary**: Salary not specified

Occupation: IT and Telecommunications

Reference: 594

**About Us**

At Development Victoria, we create places for people.

We reimagine iconic places to transform them for future generations, unlock public land to develop connected and sustainable precincts, and build affordable and diverse homes where they’re needed.

We’re a government agency delivering places that make a genuine difference to the people of Victoria, and we partner with government, industry, and community to make it all happen.

Our unique and rewarding career opportunities are enhanced by our diverse range of projects that really matter to people and to the future of our state - making every workday worthwhile.

We are proud to support a culture where our people thrive because of the diversity that they bring - this is recognised as key to the success of our organisation. We respect and value individual talents and contributions and harness those strengths to achieve results we can all be proud of.

**About the Role**

As the Service Desk Team Leader, you are responsible for managing the operation of the Service Desk. The Service Desk provides first and second level support to all users within the business. This role is crucial to ensure that support services are operating to optimum levels, including SLA’s and other contractual obligations maintained adhering to IT methodologies and frameworks.

**About You**
- A minimum of 3 years’ experience in as a Helpdesk Team Leader or other Service Desk Role.
- Strong knowledge of Microsoft based operating systems with desktop, server, Active Directory and Configuration Manager
- Desktop management routines such as workstation patch installation, workstation software distribution, workstation asset management, workstation software licensing, monitoring software usage.
- Team oriented, friendly self-starter with a ‘can-do’ attitude and the ability to work flexibly as part of a dynamic and fast-paced organisation
- Ability to provide leadership in customer service and customer communication on behalf of the IT Team.
- Strong communication skills - can adapt language, content and style depending on audience and message to be conveyed.
- Demonstrated focus on customer service excellence.
- Process-centric approach.
- Demonstrated conflict management and resolution experience.

**Key Skills and Experience**
- Ensuring that all reported incidents are categorised and allocated efficiently and correctly.
- Taking on a wider customer service role and promoting the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Acting as an escalation point for unresolved or escalated calls.
- Developing Service Desk process and workflows.
- Providing accurate and user-friendly provisioning / de-provisioning and on-boarding / off-boarding processes, including monthly service delivery reports.
- Contributing to the Change Management Process.
- Supporting financial and budgetary requirements including invoice management and other expenses.
- Manage meeting rooms and audio-visual technologies.
- Perform regular stakeholder reporting.

**Desired Skills and Experience**:
**Our Culture**

At Development Victoria we provide unique and rewarding career opportunities, enhanced by our diverse range of projects that really matter to people and to the future of our state - making every workday worthwhile.

We actively encourage sharing of knowledge and best practice across our teams. We respect and value every individual’s talents and contribution and harness these strengths to collectively achieve the kind of results we can all be proud of.
Development Victoria is an equal opportunity employer and is committed to making employment related decisions without bias or discrimination.