Salesforce Support Team Lead

About us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

About the role

We are seeking a Salesforce Support Team Lead who will be responsible for owning the support processes delivered to both internal and external Victorian Government agencies using the Salesforce platform. They will guide the Salesforce Support engineering team members in providing the best quality service, triaging incoming requests, defects and incidents and liaising with representatives within these agencies whilst upholding the values of the VPS. The person in this role will have a good understanding of the principals of good Salesforce implementation as well as strong stakeholder management and Engineering Support leadership

About you

To be considered for the role, you must be able to demonstrate:

• Strong understanding of Salesforce features, configuration, user management, workflows and reporting, focused on Sales, Service and Experience Clouds
• Familiarity with Salesforce security model, data management and principals of Salesforce integration with internal and external applications
• Demonstrated ability to lead, coach and motivate a Support team
• Experience managing team workloads, task prioritisation and resource allocation
• Proven conflict resolution skills and performance management
• Strong commitment to delivering excellent user support and ensuring high levels of customer satisfaction
• Ability to investigate and resolve complex Salesforce issues quickly and effectively
• Demonstrated ability to communicate clearly and confidently in a range of settings, including one-on-one, team, and public forums. Able to explain complex information in a concise and accessible manner, tailored to the audience.

Qualifications & Experience

• Proven experience supporting and administering Salesforce environments, specifically Sales, Service, and Experience Clouds within defined SLAs and other service metrics
• Experience working in an ITIL aligned support environment
• Experience managing a Salesforce focused service desk or level 2 / 3 support function
• Strong analytical and troubleshooting skills
• Essential: Salesforce Certified Administrator credential
• Desirable: Salesforce Advanced Administrator or equivalent

Key accountabilities

• Work collaboratively in a team with Delivery Lead, Salesforce Support Engineers and Service Delivery Managers to provide ongoing support to a diverse range of Government agencies
• Act as the main technical liaison point for Service Delivery Managers when handling requests and incidents from agency representation
• Serve as the escalation point for complex or unresolved issues at risk of breaching SLA
• Guide and mentor Support Engineers in best practice Support techniques within the realm of the Salesforce platform and product set
• Promote a culture of employee upskilling by encouraging both formal and informal learning opportunities. Identify personal and professional development needs within the team and establish development plans to satisfy team aspirations
• Maintain in-depth documentation across multiple Salesforce environments to facilitate team knowledge and ability to service agency enquiry
• Clearly communicate updates, outages and incidents across supported Salesforce platforms to key organisational stakeholders proactively and in a timely manner
• Identify recurring issues and work to eliminate root causes through platform or process improvements

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

How to apply

Apply before the advertised closing date 11:59pm on 22nd September. All applications should include:

• a resume; and
• a cover letter which addresses the key selection criteria (within three pages)

Other relevant information

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.

Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.