Team Lead

6 days ago

Canberra, ACT, Australia Hudson Australia Full time

**Due to the nature of the role applicants need to be at minimum an Australian Citizen to apply.**

The Agency requires the services of an ICT Team Lead to support the agency's Salesforce platform. As an ICT Team Lead, you will be responsible for leading a team of support specialists and managing day-to-day operations of the Salesforce system and the release management process. You will work closely with cross-functional teams to identify, troubleshoot and resolve Salesforce-related issues and provide continuous improvement to the platform.

**Key Responsibilities**:

- Manage a team of support specialists, providing coaching and support to ensure high-quality service delivery.
- Manage and co-ordinate the backlog of incidents, bugs, change requests, and system enhancements across the breadth of the Salesforce platform.
- Execute all required ICT change management activities including creation of high-quality change records and release documentation, coordination of testing activities, sign-offs from various stakeholders and more.
- Develop and implement support processes and procedures to ensure consistent and efficient resolution of Salesforce-related issues.
- Collaborate with cross-functional teams to identify and prioritize bug fixes, system enhancements and upgrades.
- Perform operational tasks including access management and provisioning, backup and restore activities, internal reviews, control implementation and service transition activities.
- Build and maintain relationships with key stakeholders to ensure business objectives are met.
- Monitor and analyse system health and performance, identifying areas of improvement and implementing solutions, including improving the team's ability to identify and respond to system issues before end users.
- Develop various reporting including incident and queue management, team capacity and velocity, problem areas, trends, and business uptake.
- Develop and maintain user documentation and training materials to ensure user adoption and satisfaction.

**Essential Criteria**
- Experience of at least 3-5 years in managing IT support operations, including managing teams.
- Experience working with cross-functional teams and managing stakeholder relationships, demonstrating excellent communication and interpersonal skills.
- Experience in developing and implementing support processes and procedures.
- Strong problem-solving skills and attention to detail.

**Desirable Criteria**
- Experience working with the Atlassian suite, specifically Jira, Confluence and Service Desk.
- Strong understanding of the Salesforce platform and its functionalities.

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