Service Desk Lead

Department of Justice and Community Safety; Melbourne; In loco; AUD 116.000 - 141.000; Tempo pieno

Descrizione del lavoro

The Department of Justice and Community Safety is seeking a Service Desk Team Lead in Victoria. You will lead a daily service desk operation, guide your team, and drive improvements in support to staff across the department.

You will manage incidents and service requests, set service plans and rosters, and develop guides for first and second-level support, while leveraging service data to reduce tickets and enhance service delivery.

Competenze

• ITIL V3.0 Foundation qualification is required.
• A relevant tertiary qualification would be highly regarded.
• Strong service desk experience with a clear focus on people.

Mansioni

• Lead daily service desk operations and guide the team.
• Solve service issues and improve support.
• Lead a skilled team that manages incidents and service requests.
• Set clear service plans, rosters and support standards.
• Create clear guides for first and second-level support.
• Monitor service data to reduce tickets and improve support.
• Provide technical advice and help manage major incidents and outages.

Formazione

ITIL V3.0 Foundation qualification

Relevant tertiary qualification

Descrizione del lavoro

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place. We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation, or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you. The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon. If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad. For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

• You will lead a team that keeps vital technology services running.
• You will solve service issues and help staff get back to work.
• You will shape better service desk processes across the department.
• You will lead people while building your technical and leadership skills.
• Ongoing, full-time role earning $116,413 - $140,849 per year, plus super.

What you will do

As Service Desk Team Lead, you will lead daily service desk operations. You will guide your team, solve service issues and improve support.

• lead a skilled team that manages incidents and service requests.
• set clear service plans, rosters and support standards for your team.
• create clear guides and processes for first and second-level support.
• monitor service data and find ways to reduce tickets and improve support.
• provide technical advice and help manage major incidents and critical outages.

About us

The Department of Justice and Community Safety (the department) delivers a justice and community safety system that works to build a safer, fairer and stronger Victoria.

The Corporate Strategy and Delivery group delivers essential corporate and enabling services and specialist support, allowing the department to operate efficiently and effectively.

This includes people, safety and culture, finance, procurement, strategic communication, infrastructure, fleet, property and accommodation, technology, cyber and information security management, ministerial services, risk management, audit, governance, performance reporting, climate change and environmental sustainability, and data.

About you

You must hold the ITIL V3.0 Foundation qualification. A relevant tertiary qualification would be highly regarded. You will bring strong service desk experience and a clear focus on people. You should also have:

• extensive experience using a service management system.
• significant experience in request fulfilment and administration within government.
• experience leading proactive service desk services, resources and improvements.
• strong problem-solving , people leadership and digital skills.

To learn even more about this role, please read the position description. If you have any further questions, feel free to email TBC at TBC.

Aboriginal and/or Torres Strait Islander (Aboriginal) people are strongly encouraged to apply. Learn more about our Aboriginal workforce strategy.

IMPORTANT INFORMATION: Child safe statement of commitment

The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.