Team Leader It Service Desk

Permanent, full-time role
- Salary package circa $112k - $125k per annum
- Convenient Preston location

At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to enable a diverse, inclusive and connected community.

**About Darebin City Council**
Located in Melbourne's northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

**About the Role**
- Supervise, facilitate, and provide leadership, direction and support to the Service Desk team in the provision of levels 1 and 2 IT service support to internal and external customers.
- Lead the planning and day to day management of the IT Service Desk function, including resource planning, IT service desk budgets, rostering and allocating work in an effective manner. Ensure the team complies with processes as implemented in the branch to align delivery of IT services with the needs of the business
- Monitor the performance of the Service Desk team, regularly report on performance, execute identified improvement opportunities and manage performance to meet or exceed agreed service levels.
- Manage any escalated inquiries, requests, complaints including contacting vendor for support and issue resolutions, issues or cases and obtain guidance from the Coordinator IT Operations as required.
- Take ownership and handle incidents and requests escalated from Service Desk officers, and escalate to more specialised teams, if required. Coordinate and follow up on escalated incidents and requests.
- Ensure all incidents and requests managed in the team are adequately resolved within stipulated SLAs.
- Contribute to the development of frameworks, procedures and standards for incident and request management processes, and ensure teams adhere to agreed procedures and standards.
- Ensure that operational procedures & working practices are fit for purpose and current.
- Develop FAQ's, guides, knowledge bases or any other self - service materials to enable users to access and use information to resolve simple technical enquiries or issues.
- Contribute to a continuous improvement culture by analysing causes of incidents and informing service owners in order to minimise probability of recurrence; analysing metrics and reporting on performance of incident and request management process; identifying improvement opportunities, including corrective and preventative actions.
- Actively participate in Problem, Change and Release Management processes as well as Continual Service Improvement.
- Be the first point of contact and support for all Darebin's IT Incidents and Service Requests, represent the 'voice' and image of Information Services.

**Skills & Experience**
- Excellent customer service and communication skills.
- Advanced skills and knowledge in delivering ICT service support to customers in complex organisations, including critical thinking and problem solving.
- Understanding of analysing metrics and reporting on performance of incident and request management process
- Performance management of vendors e.g., to whom services are outsourced.
- Microsoft Windows operating systems and Microsoft Office suite experience.
- Experience in the management and support of smartphones and devices
- Drivers Licence is required as technical support will require some travelling to WAN connected sites.
- Proficiency in communicating technical IT jargon into easy-to-understand language when collaborating and consulting with key stakeholders
- Understanding long term departmental goals and policies in relation to that of the wider organisation
- Understanding of organisational values, and the legal and political context.
- Knowledge and familiarity of principles and practices of budgeting and accounting/financial procedures.

**Culture**
As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

**Benefits**
We offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Grea