Description:
Team Leader, Service Desk
- Lead and manage a team of service desk staff, performance management, and ongoing staff development
- Foster strong relationships across all IT Services portfolios to ensure the effective delivery of services
- Full time, ongoing position, based in Hobart, Launceston or Burnie
About the opportunity
The Team Leader, Service Desk is responsible for managing and advancing the first-level service and support of information and communication technology (ICT) services at the University of Tasmania. The position requires exceptional leadership skills, a deep commitment to service excellence, customer satisfaction and experience in driving process improvement.
The position will ensure the quality and effectiveness of the IT Service Desk, operates to the agreed service levels through monitoring performance, identifying and implementing ways to continuously improve and ensuring efficient and effective delivery of IT support services to End-Users. This role will focus on creating an environment and team culture that invests in education and training to build capability that empowers staff to do their work more effectively
What you’ll do:
- Foster a culture that appropriately models the vision, mission and values of the University by ensuring the continuous development and growth within the team, by providing coaching, mentoring and training to staff with a focus on developing their customer service and technical skills.
- Develop and report on a range of metrics to measure IT Services service delivery, for example, average call response time, first-contact-resolution rate, call abandonment rate, Incident average resolution days and ticket volumes. Perform trend analyses, and develop action plans for improving the quality of service and reducing response times.
- Leverage service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) and IT Service Management (ITSM), to establish efficient incident and problem management, drive continual process improvement and lead projects and initiatives that will streamline and improve processes.
- Establish and maintain a comprehensive knowledge management system to capture, store, and disseminate information effectively. Promote the repository and self-services tools as mechanisms to improve end-user satisfaction and efficiency and ensure staff and students have access to accurate and up-to-date information.
- Utilise effective change management strategies, comprehensive communication plans, and robust stakeholder engagement processes to lead and communicate changes effectively.
What we’re looking for:
- Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience in ICT service delivery or an equivalent combination of relevant experience and/or education/training.
- ITIL Foundation Certificate and a demonstrated knowledge of ITIL with a focus on Incident Management and Problem Management.
- Proven understanding of service desk software tools coupled with a strong understanding of workflow process development.
- Proven commitment to high-level service delivery and experience in managing an ICT customer service environment.
- Demonstrated management, organisational and problem-solving capabilities as well as a commitment to team building to achieve organisational results.
- Demonstrated high-level written and interpersonal communication skills with proven ability to produce quality procedural and support documentation and reports.
Salary details
Appointment to this role will be at HEO 7 and will have a total remuneration package of up to $126,637 comprising base salary within the range of $98,473 to $108,237 plus 17% superannuation.
How to Apply
- This vacancy is being advertised internally only in the first instance to current staff.
- In submitting your application, you acknowledge you have/intend to discuss your interest in this vacancy with your current manager and understand they may need to be contacted confidentially by the hiring manager as part of the assessment of your application.
- To apply online, please provide your CV and 1-2-page cover letter outlining your interest in the role, skills, capabilities and experience. You do not need to separately address the success profile criteria.
- For further information about this position, please contact Jodi Rusden, Manager IT Service Delivery & Support, jodi.rusden@utas.edu.au or 03 6324 3220.
- Please visit https://www.utas.edu.au/jobs/applying for our guide to applying and details on the recruitment process.
- Please refer to the attached Position Description Below for full details.
Position Description - 500933 -Team Leader, Service Desk.pdf
Applications close Tuesday, 25 March 2025, 11.55pm
To be eligible for this position, you are required to have Australian or New Zealand citizenship, permanent residency or a current valid visa that allows you to fulfil the requirements of this role.