Service Desk Lead Position
The Service Desk provides critical support to Treasury's desktop and mobility environment.
We are seeking a qualified applicant to fill the vacancy for the Service Desk Lead. The successful candidate will possess well-developed technical skills, excellent written and oral communication abilities, strong analytical troubleshooting of ICT solutions, and the ability to work in a small team with time-critical tasks.
* Leading the Service Desk team by managing priorities and responsibilities while maintaining high levels of customer service
* Managing Incidents and Service Request progress across the Service Desk team
* Undertaking the role of Incident Manager as part of the ITIL4 framework
* Managing team member workload and duties on a day-to-day basis
* Stakeholder management and engagement
* Developing and maintaining documentation and knowledge sharing
* Rostering staff hours as well as the on-call roster
Desirable qualifications and experience include:
* Qualifications in or understanding of ITIL4
* Experience leading a team in an IT environment
Eligibility requirements include:
Employees of the Treasury must be Australian citizens and hold a current security clearance or successfully complete a clearance prior to commencement.