Principal Team Lead

2 days ago

Brisbane, Australia Queensland Government Full time

**_In this role you will:
manage and lead the operation of a service centre team engaged in first point of contact ICT Support Services across QCS and report, document and develop recommendations regarding resource capacity, capability and planning
coordinate the delivery of client focused ICT support including the coordination and management of incidents, problem management, user access and training services
develop and implement contemporary service delivery processes to effect quality help desk, desktop support, user access administration and training services including the development of policies, procedures and manuals
investigate options for improvements in customer service through process changes and technology adoption
communicate with business customers on system planned maintenance activities and unplanned outages
implement controls and processes to manage, monitor and audit user access security permissions for the Agency's network and systems
manage the Agency's IT support through an IT Help Desk which assists management and staff to make the best use of the Agency's ICT environment
oversee the technical support, development and management of Agency computing and network access
engage with vendors, business units and management to develop successful working relationships that contribute the effectiveness of the Service Centre environment
ensure staff employed within QCS comply with policies and procedures relevant to the acceptable use of IT facilities
manage the provision of an environment which supports a geographically dispersed client group across Queensland managed centrally within a secure IT environment
perform human resource functions associated with the management of a high performing IT service provision team focused on delivery optimal outcomes.
perform other duties as required to meet departmental priorities.

Applications to remain current for 12 months.
This work is licensed under a Creative Commons Attribution 3.0 Australia License._

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