Im&T Service Desk Team Leader

7 days ago

Sydney, New South Wales, Australia Sutherland Shire Council Full time

Things We'll **Trust** You With:

- Lead and empower our team of Service Desk staff, modelling customer service excellence and developing a culture of delivery and continual improvement.
- Be adaptable and flexible to manage competing priorities in a demanding and complex work environment.
- Possess sound critical thinking skills, identifying and implementing system changes that improve service delivery contribute to business efficiency.
- Demonstrate highly developed communication skills and an ability to articulate complex technical and operational issues with a wide range of stakeholders.

Things You'll **Do**:

- Be a champion of ITIL based Service Management and model it's implementation with the Service Desk and other IM&T teams using the Service Management toolset.
- Lead an IM&T Service Desk function that delivers on IM&Ts vision for trusted, secure, proactive, and customer focused services.
- Be the strong voice of the customer ensuring issues are correctly logged, resolved, correctly escalated and followed-up (if required) ensuring customer priorities are positioned against the competing need for resources for project and other activities.
- Implement robust rostering and resource model to ensure service levels are met consistently across required service hours including after-hours support as required.

***Things You'll **Be Proud** Of:

- Creating a connected, vibrant and safe community that respects people and nature, enjoying active lives in a strong local economy.
- Working for an organisation which has our community at the heart of all that we do.
- The positive impact you make for our people, business units and community.
- Showcasing Council's values in all that you do - Collaborate, Achieve, Respect, and Evolve.

The **Fine** Print:

- **Hours of work**:Permanent Full Time, 35 hours per week with the option of 19 day month flexitime
- To benefit your wellbeing you will have access to fitness passport, corporate membership to our leisure centres, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

Keen To **Learn** More?

**About Us**:
If you want to make a difference and be part of a challenging and rewarding working environment, then joining us just might be the right career move for you Join a passionate and dedicated team covering a diversity of services, industries and occupations.
- At Sutherland Shire Council we do more than serve our community - we are our community. Our energy can be seen in everything we do. From having a can-do attitude, to embracing change and opportunities, being people-centred and working together as one.

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