Support Desk Team Leader

**Support Desk Team Leader**
- **
Employment Type**:Ongoing (2 roles)
- **Location**:Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required from time to time (negotiable)
- **Grade**:Clerk Grade 7/8
- **Salary Range**:$110,266 - $122,058 p.a. base salary dependent on experience, plus superannuation

**Who we are**

The Department of Customer Service (DCS) is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

Government Technology Platforms (GTP) forms part of Digital NSW and delivers core and common digital capabilities and infrastructure solutions including cross sector leadership across NSW Government underpinned by the Digital Government Strategy.

**The opportunity**

In this role you will lead a team to deliver timely, efficient, effective and integrated services to customers of the NSW Government, to ensure high levels of customer service delivery and provision of a quality customer experience.

**Day to Day Responsibilities**
- Maintain team rosters.
- Monitor Incident SLAs and take appropriate actions as required.
- Handle escalations for Service Requests and Incidents as they occur.
- Monitor unassigned queues.
- Oversee morning platform health checks and handle any escalations.
- Support team members with incident handling (during high volume periods).
- Organise knowledge handovers for team members
- Perform coaching and training for team members

**What you will bring to this role**
- Experience working within a Support Desk environment
- Strong written and verbal communication skills
- Experience creating high quality, detailed, process-based documentation
- Experience in delivering high-quality customer service by resolving complex issues and coaching team members to enhance service delivery and improve customer outcomes
- Experience in providing support and resolving complex inquiries to ensure effective service delivery while monitoring processes to maintain quality and timely responses.
- Experience in providing timely feedback to team members to enhance service quality while fostering a courageous culture that promotes ethical values and encourages open communication on complex issues
- Experience in contributing to performance management by providing feedback aligned with customer service standards to enhance employee engagement and foster a positive experience.
- Experience with Jira Service Management would be preferred.

**Essential Requirements**
- Experience either working in a Support Desk style role OR heavy involvement in projects directly impacting Support Desk personnel, tooling or operations

**AI Statement**

**To Apply**

Salary Grade 7/8, with the base salary for this role starting at $110266 base plus superannuation

**Closing Date: Tuesday 25th February at 9:59am**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process