IT Problem Management Team Leader

2 weeks ago

Brisbane, Australia Department of Employment and Workplace Relations Full time

Executive Level 1
- Brisbane, QLD; Canberra, ACT; Sydney, NSW; Melbourne, VIC
- $120,636 - $133,328

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

**Please note, this opportunity is for Ongoing APS employees only.**

**Please discuss the possibility of release with your manager before applying.**

**The Role**

You will lead a team delivering IT Service Management (ITSM). Your role as a Problem Management Support Team Leader is to provide technology expertise and to establish and manage service management processes to restore system services effectively and efficiently. You will work closely with staff performing other ITSM processes including Service Desk, Incident Management, Major Incident Management, Request Management, and Problem Management.

You will work on highly complex issues. You will manage the performance and outcomes of your team. You will work under broad direction, and you will develop, mentor, and coach junior staff. You will advise the Director on matters relating to Problem Management.

The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).

**Skills and Capabilities**:
**_Mandatory_**
- The ability to multitask
- The ability to remain calm under pressure
- The ability to approach issues methodically
- The ability to solve problems
- The ability to communicate technical issues to technical and non-technical audiences
- Experience in IT service desk or technical support with ITIL based ITSM processes
- Experience in leading a technical team

**_Desirable_**
- Experience with IT service management tools (e.g., ServiceNow)
- Experience with SQL

**The Opportunity**
This position is available to Ongoing APS employees as a temporary transfer at level and/or a temporary performance (Acting) opportunity for a period of 12 months.

**Eligibility**

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window

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