Service Desk Team Leader

Posted 06 June 2022
SalaryCompetitive
LocationCanberra
Job type Contract
DisciplineGovernment Federal, I.T. & T
ReferenceJO-2206-481909

Job description

About the Role:
Our Federal Government Client is seeking an experienced Service Desk Team Leader for a 20-month contract term. The Service Desk Team Leader shall participate in tasks within a client-focused team providing development, enhancement, implementation and support services for business and information technology systems.
 
Your daily duties will include:
  • Provide technical resolution, IT administration and troubleshooting across a wide range of ICT platforms including Microsoft Windows 11, Office 365, Active Directory, Exchange, System Centre Configuration Manager/Intune, Azure, and Citrix.
  • Lead the Incident Management team in providing Level 1 and 2 support and manage the Level 2 escalation point for all Service Centre Analysts.
  • Manage and oversee the life cycle of ticket to ensure appropriate resolution and closure of all tickets.
  • Manage and updates improvements to Service Centre policies, standards, guidelines, procedures and work instructions.
  • Manage the overall build and deployment of end user devices and improve team performance through effective engagement, knowledge sharing, cross skilling and general uplifting quality with level 2 and 3 resolution team.
  • Responsible for on-boarding new Service Desk Analyst and creating a structured on-boarding process. 
Skills and Experience
As the opportunity is with Federal government client, applicants must be an Australian citizen.
Applicants must have the ability to obtain a Baseline Security Clearance. 
  • Has a high attention to detail and a focus on delivery in a fast-paced environment by establishing priorities, practices, and methodologies to deliver quality outcomes.
  • Has excellent communication, interpersonal skills and has an aptitude for collaboration and negotiation with a broad range of stakeholders.
  • Have at least 2 years of experience in service desk team leader roles
  • Experience using modern service desk tools including analysing and developing processes, workflows and undertaking incident, problem management, reporting processes.
  • Demonstrated experience defining service channels, service levels, standards and monitoring processes for customer service or service desk staff.
  • Experience in drafting, maintaining policies, standards and procedures for the customer service or service desk functions including a demonstrated knowledge and understanding of ITIL.
  • Experience in Incident Management, coordinating incidents and communication.
How to apply
If this role is of interest to you, kindly submit your CV via seek and if you would like to know more then please don’t hesitate to contact Aureen Vaz | avaz@dfp.com.au  | 02 6162 7335.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.