ITS Service Delivery Specialist- Whitsundays

Townsville Catholic Education Officesupports 30 schools within the Diocese, located throughout a diverse region of North Queensland, extending west to Mount Isa, south to Proserpine, and north to Ingham. We employ over 2,900 dedicated professionals who contribute to our mission of delivering high-quality, values-based education within our Catholic school communities. Our schools include primary, secondary, and Prep–Year 12 offerings, located in both urban and rural settings. Several of our schools also offer boarding alongside day-student options.

More than delivering academic excellence, a Catholic education at TCE nurtures personal growth, faith formation, and a strong sense of community. Our proud reputation is built on the tradition established by the religious orders who founded Catholic education in the Townsville Diocese in 1872.

The safety and wellbeing of students and vulnerable people is our top priority. We are fully committed to child safety and have zero tolerance to abuse of children or adults-at-risk. Every staff member shares the daily responsibility of creating a safe, supportive, and respectful learning environment by promoting positive relationships, responding to concerns, and meeting all child protection and reporting obligations.

About the role

Townsville Catholic Education Office is seeking an experienced and dedicated ITS Service Delivery Specialist (System Administrator). This role is a Full Time, Permanentposition commencing as soon as practicable. This role will support St Catherine's Catholic College, The Whitsundays. The role may require some on-call and after hours work from time to time.

The Service Delivery Specialist (SDS) will apply a range of technical and other skills involving self-directed application of knowledge gained through experience and/or formal studies to successfully carry out the support of services defined in the service catalogue.

The SDS will work with the Service Delivery Lead to monitor and manage Service Delivery Services across TCE. The SDS works as the first line of support for service desk operators in the lifecycle of an incident, utilising their experience and skills to solve technical issues. The SDS may be utilised as a project build resource and could be required to have a hands-on knowledge of software installation, hardware installation, and other associated IT platform builds under the guidance of a project manager or ad-hoc team lead.

Key accountabilities

As a valued member of the TCE team, you will:

• Execute incident resolution via diagnosis and troubleshooting of technical issues within the incident lifecycle to ensure high standard ITS support to all students and employees
• Assist with the monitoring and management of the performance of servers, software, hardware and services as defined in the service catalogue
• Assist with the creation and maintenance of technical documentation
• Assist with system monitoring and analysis, performance tuning, troubleshooting and escalating issues, including proactive problem resolution
• Provide complex problem analysis as necessary, to maintain system performance to meet student and employee demand
• Assist with the reduction of operational risk and improvement of the availability of the server infrastructure by ensuring system access, monitoring, control, evaluation and documentation practices are maintained and adhered to
• Perform operational procedures and ensure operational tasks are performed reliably and consistently to reduce the risk of unplanned outages
• Ensuring required controls are adhered to without compromising responsiveness and availability
• Perform service desk functions during times of peak demand or employee leave
• Other duties as reasonably directed by the Service Delivery Lead, ITS.
• Demonstrate a strong commitment to the Catholic ethos, values, and mission of Townsville Catholic Education (TCE), actively contributing to the spiritual and communal life of the school and system.
• Participate in relevant professional learning, formation, and development opportunities to continuously enhance your capability and alignment with TCE's mission and values.
• Operate in accordance with all relevant TCE and Diocesan policies, codes of conduct, legislative requirements, and professional standards. Maintain confidentiality, empathy, and respect in all interactions.
• Foster a safe and healthy environment by adhering to health and safety protocols, reporting hazards and incidents, participating in risk mitigation efforts, using protective equipment as required, and supporting a culture of safety and care for all.
• Fulfil your legal and moral duty of care by ensuring the safety and wellbeing of all students. Comply with mandatory reporting obligations under the Education (General Provisions) Act 2006 and the Child Protection Act 1999 and follow TCE's Student Protection Processes and Guidelines.

About you

Experience & Skills

• At least three years' experience in ICT roles
• Demonstrable experience in managing IT infrastructure
• Ability to show initiative, solve problems and contribute to process improvement
• Demonstrated ability to work independently and as part of a team
• Knowledge and resilience in managing stressful situations
• Has a clear understanding of effective conflict resolution skills and their application
• Ability to manage time and competing deadlines in a busy environment
• Knowledge of ITIL v3+ service management processes/practices.

Mandatory Criteria

• Tertiary qualifications in a related field or equivalent experience
• Current paid Working with Children Blue Card (or ability to obtain prior to commencement, per No Card, No Start legislation)
• Current driver's licence
• Willingness and capacity to travel within the Diocese, as required
• Physically capable of performing the role safely

Desirable Criteria

• Windows, Hardware, Security, or other certifications highly desirable
• ITIL v4 qualifications
• Relevant industry experience in the education sector.

Note: Depending on the nature of the role, a pre-employment medical or vaccination may be required.

What we offer

• Competitive Salary
• Modern facilities, equipment and resources
• Access to additional Employer Superannuation Contributions
• Access to long service leave after 7 years of continuous service (portability of Long Service Leave may also be applicable)
• Deferred Salary Scheme
• Access to corporate health schemes
• Access to Employee Assistance Program
• Leadership development opportunities
• Wellbeing programs and initiatives

How to apply

Click on the link to apply via the Careers page.