Service Desk Team Lead

Government of South Australia; Adelaide; On-site; AUD 90,000 - 110,000; Full time

Job summary

Department for Housing and Urban Development in Adelaide is seeking a Service Desk Team Lead to head the PlanSA Service Desk, providing first-level technical support for the ePlanning platform. You will manage daily operations, generate performance statistics, and coordinate onboarding and training for users.

The role requires leadership in customer service, strong communication, and the ability to navigate a complex regulatory environment.

Qualifications

• Proficient in Microsoft Outlook, Word and Excel.
• Demonstrated flexibility, adaptability and versatility of approach in dealing with changing work requirements, new information and procedures.
• Ability to communicate clearly, concisely and effectively with stakeholders at all levels, including consulting, liaising and influencing.

Responsibilities

• Lead the PlanSA Service Desk in providing first-level technical support for the ePlanning system.
• Oversee daily team operations and prepare service desk performance statistics.
• Act as escalation point for enquiries and technical support issues; coordinate user management activities including audits, onboarding and training.
• Demonstrate excellent customer service and apply understanding of the ePlanning system to support effective service delivery.

Skills

Leadership

Communication

Time management

Adaptability

Attention to detail

Customer service

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Department for Housing and Urban Development
Job reference: 831961
Location: 5000 - ADELAIDE
Job status: Short Term Contract
Eligibility: Open to Everyone

Who are we:

Our department’s primary objective is the delivery of homes andhousing options for South Australians. In response to the nationalhousing crisis, we are committed to accelerating the build of adiverse range of housing options. We strive to find solutions tothe urgent demand for housing security.

Our mission focuses on coordinating various portfolios relatedto housing, housing infrastructure, urban development, andplanning. By ensuring sound decisions and efficient management, westrive to create sustainable, well-planned communities offeringsafe and affordable housing options.

Join us in our endeavour to address one of the most pressingchallenges of our time and make a tangible difference in the livesof our community.

The Role: (Term Backfill)

The Service Desk Team Lead leads the PlanSA Service Desk inproviding first-level technical support for the ePlanning system, assisting members of the public and planning industry users tonavigate and use the integrated planning and developmentplatform.

The role reports the PlanSA Operations Lead and oversees dailyteam operations, prepares service desk performance statistics, actsas an escalation point for enquiries and technical support issues,and coordinates user management activities, including audits,onboarding and training. The Service Desk Team Lead modelsexcellent customer service and applies a sound understanding of theePlanning system to support effective service delivery.

About You:

To be successful in this position, you must be able todemonstrate experience across the following key capabilities:

• Proficient in Microsoft Outlook Word and Excel.
• Demonstrated flexibility, adaptability and versatility ofapproach in dealing with changing work requirements, newinformation and procedures.
• Demonstrated ability to work under limited direction,manage time and priorities, including planning, organising,coordinating and progressing concurrent priorities and projectsto meet objectives.
• Demonstrated ability to communicate clearly, concisely andeffectively both verbally and in writing with stakeholders atall levels including successfully consulting, liaising andinfluencing a range of stakeholders, and negotiating andmanaging conflict with tact and diplomacy.
• Experience in developing and maintaining standard operatingprocedures for customer service operations.
• Ability to exercise a good level of problem-solving skillsin an uncertain and changing environment.
• Can proactively assess’ processes and work on continuousimprovement.
• Strong attention to detail and effective record keepingskills.
• Experience providing leadership to a customer service team,preferable technical support team.
• Familiar with South Australia’s ePlanning systems.

Special Conditions:

Successful applicants will be required to obtain a satisfactoryDepartment of Human Services Criminal History Check or NationalPolice Check prior to employment.

Remuneration:

Enquiries:

For all confidential enquiries, please contact John Armstrong, Team Leader - TechnicalSupport [e-mail]

Flexibility Statement

The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.