It Service Desk Team Leader

Lead a customer-focused team that provides specialised IT advice to all areas of our University
- Full time, continuing role based at our Callaghan Campus
- 17% super, generous annual, personal, and life leave, wellbeing programs, health and fitness discounts

**Be challenged and imagine with us**:
As IT Service Desk Team Leader (Client Support Coordinator), you will lead a team of dedicated IT service desk staff to provide outstanding customer service, along with specialised technical advice, assistance, and operational support for Digital Technology Services (DTS) clients.

In this role, you will:

- Oversee the daily operations of the IT Service Desk, including team meetings, quality assurance, process improvements, team development, and problem management.
- Handle complex technical incidents and requests that have been escalated from the Service Desk.
- Ensure high-quality customer service is delivered consistently to all DTS clients.
- This continuing position is full time (35-hour work week) and will be located at the Callaghan Campus (Awabakal and Worimi land). _
- Please note: The official title of this position is Client Support Coordinator, in alignment with the University's organisational structure._

**How will you inspire us?**:
You will have:

- The ability to lead a culture that embraces change, collaboration, and customer service within a technical environment.
- Demonstrated experience in an IT Service Desk environment.
- Specialist knowledge and expertise of IT products and services, and the ability to communicate these effectively to a variety of stakeholders.
- Expertise in managing relationships with key stakeholders to align IT services with organised goals.

**What we offer**:
The total remuneration for this position is from $116,595 to $131,171 and is commensurate with skills and experience.

**We offer a range of benefits and employment conditions that help you balance your commitments, stay healthy, and work effectively. For information on our employee benefits (such as leave, flexible working, discounts in private health insurance and gym memberships, and salary packaging) please visit **here**.**

**About our University**:
The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

Digital Technology Solutions (DTS) delivers cutting-edge, innovative and cost-effective digital solutions and services to the University's staff and students to enable the delivery of excellence in education and research & innovation; and to support engagement with communities and partners. Digital Technology Solutions is repositioning to be a technology integrator, broker, trusted advisor and innovator, enabling the University to deliver the New Futures Strategic Plan.

**Your next steps**:

- Important information before you apply:_
- Applications for this position will only be accepted from those with Australian residency or a valid work permit.- Your resume.
- A statement addressing the two targeted questions below. It is recommended to use the STAR technique when responding.
- Provide an example of a time when you led a team to achieve exceptional performance or outcomes? How did you inspire and motivate your team, and what strategies did you use to improve their performance?
- Can you provide an example of a time when you led a team to stay focused and productive while managing multiple projects or competing demands simultaneously? What were your strategies?

**Please upload your Cover Letter **and** response to the targeted questions as **one** PDF document**. This document should not exceed 4 pages (approximately 2,000 words).

**Contact Us**:
**Closing date: Monday 23 September, 2024 at 11.59pm AEST**

**We are excited to be Looking Ahead with you**
- We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do._

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