Team Leader

What you'll do

• Real time management and coordination of service desk resources to meet service support demands in alignment to defined quality management and service delivery KPIs, with a priority to supporting timely clinical response and resolution times, including delegation to authorise the provision of overtime, on-call and recall of team members.
• Lead, supervise, coach and mentor team members to meet the objectives and goals of the Branch by effectively developing, implementing, and managing to successful completion performance improvement plans, career succession plans, training and development of team members in line with contemporary human resource frameworks to maximise the quality of service delivered to customers.
• Provide high level support and administration by complying with departmental standards, policies, procedures and IT service management processes.
• Monitor and advise resource planning to maximise DSC capacity and capability to support and maintain 1st level support functions for clinical services and seasonal demand such as bulk intake and placement rotations of clinicians within Queensland Health.
• Plan and coordinate recruitment strategies and activities utilising best practice industry standards to ensure high levels of resourcing continuity across DSC service desk to support clinical service support functions within Queensland Health.

About you

We are searching for someone who:

• Demonstrated experience in leadership skills and the ability to manage processes and procedures of best practice service desk functions while delivering high quality customer service and 1st line support in a diverse ICT environment.
• Demonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool and ITIL Service Management processes, primarily incident/problem management.
• Proven ability to develop and maintain internal and external relationships at multiple levels in a large multi-disciplinary organisation.
• Proven ability to coordinate and allocate work to meet agreed service levels in a highly focused customer service environment.
• Well-developed interpersonal, written and oral communication skills including the ability to negotiate, advise, influence others and work collaboratively with people to make decisions.

Why work with us?

Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing.

Competitive salaries

• 12.75% superannuation
• 17.5% leave loading

Employee wellbeing & development

• Access to 24/7 confidential employee support providers and counsellors including for immediate family members
• Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.
• Access to a variety of programs and initiatives to support training and career growth.
• Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.

Our commitment to equity, diversity and inclusion

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.

Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.

Ready to apply?

For further information on how to apply please review the attached Role Description.