Lead, Technical Support

Location: Melbourne | CBD

Job type: Ongoing - Full Time

Organisation: Suburban Rail Loop Authority

**Salary**: $134,593 - $180,115

Occupation: IT and Telecommunications

Reference: 6273

Suburban Rail Loop (SRL) is an integrated transport infrastructure and precincts planning project that will deliver a 90km rail line linking every major train service from the Frankston Line to the Werribee Line via Melbourne Airport, as well as investment in the suburbs, better connecting Victorians to jobs, retail, education, health services and each other. Suburban Rail Loop Authority (SRLA) is the statutory body established to plan all elements of the project, procure builders, develop structure planning for SRL Precincts and oversee construction and the other changes that will help transform Melbourne and Victoria.

SRL is more than a rail project. It's a once-in-a-generation opportunity to plan for and prepare our city and state to meet the needs of future Victorians, and we can't do it alone. We are on the lookout for people with drive, expertise, fresh ideas and new perspectives to deliver Victoria's biggest ever infrastructure project. You will be part of history in the making, and while we're at it, we will be shaping your future too.

**About the opportunity**:
Be the driving force behind our IT excellence

Are you a dynamic and experienced Technical Support leader ready to take charge of a fast-paced and innovative technology environment? Join the Suburban Rail Loop Authority and lead a team at the forefront of technology and service delivery.

Reporting to the Manager, Technology Operations and Platforms, your key accountabilities will include:

- Leading and undertaking hands-on management of SRLA’s internal Technical IT Support Team, including complex escalations and problem solving, focusing on desk-side and onsite support, by taking responsibility for meeting service objectives, including financial, quality and time related targets
- Driving service delivery excellence, continual knowledge improvement and maintenance of SRLA’s internal support through ensuring Information Technology Service Management (ITSM) processes are in place and can be analysed for trends and patterns and the development of complex or specialised service delivery models
- Providing strong leadership and guidance to the Technology Operations and Platforms team and the wider Technology Services branch in ITIL 4 Service Operations focused processes, and managing the integration of SRLA practices with wider Victorian Government and Transport portfolio department and agency practices
- Driving innovation within the organisation by encouraging team members to actively seek opportunities for improvement and to challenge existing processes and methods
- Effective management and development of the team by managing and matching resources to workload, driving cross-training and knowledge sharing between team members and into documentation
- Remaining abreast of latest developments in the Microsoft platforms stack to analyse and recommend implementation of new functionalities in line with the organisation’s requirements

This is a permanent, full-time role. You will work in a hybrid work model with access to a range of flexible working arrangements.

For more information, please refer to the position description.

**About you**:

- A strong leader who is able to develop, manage and mobilise the team effectively within a fast-paced environment to provide excellent service and operational project implementation covering a range of IT Services, including infrastructure, cloud technologies, service management, modern workplace and security
- Demonstrated IT skills and experience in providing Level 1 and 2 desk-side support, audio-visual technology support, customer service, problem solving and troubleshooting in multi-platform environments, and leading a team of similarly skilled staff to provide excellent service
- Experience in change management, developing and implementing ITIL practices, using ITIL practices in an ITSM tool, and driving the reduction of operational incidents through standardisation and process improvements
- Experience in IT asset and configuration management
- Excellent communication skills to influence all levels of an organisation and resolve complex issues in a timely manner
- Outstanding interpersonal and stakeholder management skills
- Ability to contribute to the development and implementation of service level and operational level agreements and ensure enforcement and abidance, and manage vendor relationships to deliver agreed outcomes
- Ability to manage internal and partner compliance to Governance and Assurance frameworks
- ITIL v3 or ITIL 4 Foundations certification

**Why join us**:

- The opportunity to contribute to a groundbreaking public transport initiative
- A collaborative, multidisciplinary work environment with experts from various fields
- Career growth opportunities within a highly respected aut