Team Leader, Technology Support, Digital Business

Working in a collaborative service focussed
environment the Team Leader, Technology
Support will provide leadership and support to
a team of technology specialists in the delivery
of efficient and effective client focussed
technology support in a large complex
organisation with a fast-paced changing
service environment.

The team provides technology services and
support across the client computing and
learning environment service streams via face
to face and remote desktop to a large and
diverse client base with varying levels of
technical understanding across learning
environments and client computing service
streams.

As Team Leader, Technology Support you will
lead a team across one of the service streams
based across one or more campuses. The
work undertaken by the team is critical to
driving business efficiencies and ensuring that
day to day IT client computing runs smoothly.
Staff may therefore be required to be
contactable and/or work hours outside
standard business hours.

This position reports to the Enterprise
Technology Support Manager for supervision,
workload management and for Performance
Planning and Review (PPR).

**Key responsibilities include**:

- Manage the team’s workflow to provide

quality Tier 3 technical support in a timely
manner in accordance with the Division’s
service catalogue and standards.
- Act as an escalation point for unresolved or

escalated calls.
- Take overall responsibility for the team’s

incident management and request fulfilment
ensuring the team takes ownership of client
concerns and is proactive when engaging
with its diverse client base.
- Establish and maintain strong relationships

with clients across the University and
ensure that client service expectations are
met.
- Provide regular performance reports

against established KPIs and other
reporting as required about the services of
the team.
- Contribute to the development of planning

documents based on clients’ current and
future needs for the development of the
Division’s technology infrastructure
involving new information technologies and
upgrades/replacements of existing services.
- Regularly review and coordinate the teams

input into required technical and procedural
documentation to ensure effective and
efficient delivery of client services.
- Work with the team to discuss, plan and

implement process improvements.
- Manage all aspects of the team including

their individual and overall performance,
training and skills development to meet
current and future needs.
- Maintain current knowledge of hardware,

software, networking and emerging
technologies and their applicability to the
Division’s ongoing service delivery.
- Compliance with health and safety policies,

procedures, hazard reporting and safe work
practices.

To ensure job flexibility the successful
- appointee may be required to:
- perform any other duties as nominated by

the University consistent with the relevant
classification descriptors detailed in the
Enterprise Agreement. Staff undertaking
any new duties will receive training;
- participate in job rotation or multiskilling in

consultation with their supervisor;
- work across campuses

**Type of appointment**
This appointment will be offered on an
ongoing, full-time basis

**Location**
Gardens Point campus

Selection Criteria
1. Completion of a relevant Bachelor’s

degree or equivalent with a proven track
record of successful Service Desk
Management or Technology Service
Delivery experience.

2. Demonstrated ability in providing
leadership, direction and coordination to a
team of professionals.

3. Excellent communication and customer
service skills.

4. Proven track record in problem solving and

problem resolution skills.
5. Demonstrated detailed knowledge of

complex network and enterprise systems
coupled with strong technical experience
providing Tier 3 support across a range of
operating systems and commonly used

6. Relevant industry certifications such as
Microsoft Certified Professional (MCP); IT
Infrastructure Library (ITIL) Foundations;
Apple Certified Support Professional
(ACSP) and/or AVIXA Certified
Technology Specialist (CTS).

7. Proven ability to keep abreast of current
industry trends and applicable
technologies.

**Remuneration and Benefits**
- The classification for this position is Higher
- Education Worker Level 7 (HEW7) which has
- an annual remuneration range of $106,988 to
- $117,034 pa. Which is inclusive of an annual
- salary range of $90,406 to $98,895 pa, 17%
- superannuation, and leave loading.
- Beyond personal and professional fulfilment, a
- career at QUT brings a broad range of tangible
- benefits. With competitive remuneration
- including superannuation, the University offers
- real and generous benefits.
- QUT is a high quality and flexible organisation
- that is proud of its excellent employment
- conditions which include but are not limited to:
- Reduced working year scheme
- Parental leave provisions
- Study support encompassing