Team Leader ICT Support

City of Coffs Harbour; Coffs Harbour City Council; On-site; AUD 116,000 - 122,000; Full time

Benefits offered by this job

12% superannuation

Flexible work arrangements

Generous leave entitlements

Brand new office

Job summary

The City of Coffs Harbour is seeking a Team Leader ICT Support to lead and develop the ICT Support Team and coordinate the day-to-day operation of the service desk in NSW. You will set priorities, support team performance and help ensure incidents and service requests are triaged, progressed and resolved in line with service expectations.

This is a hands-on leadership role with coaching, performance management and a positive, customer-focused culture.

Qualifications

• Experience leading ICT service desk teams
• Strong ability to coach staff and manage priorities
• Proven ability to communicate with both technical and non-technical customers

Responsibilities

• Lead and develop ICT Support Team and coordinate day-to-day service desk operations.
• Triage incidents and service requests, guide resolution of complex or high-impact issues.
• Develop knowledge resources, training materials and support documentation.

Skills

Team leadership

Service desk experience

People development

Job description

• Lead and develop the team delivering the City's frontline ICT support.
• Stay hands-on in the service desk queue and guide the resolution of complex or high-impact issues.
• Improve service performance, customer experience and the way technology supports our people.

About the role

Are you an experienced ICT service desk leader who enjoys developing people, improving customer service and staying close to day-to-day support delivery?

The City of Coffs Harbour is seeking a Team Leader ICT Support to lead and develop our ICT Support Team and coordinate the day-to-day operation of the service desk. You will set priorities, support team performance and help ensure incidents and service requests are triaged, progressed and resolved in line with service expectations.

This is a hands-on leadership role. You will directly manage the ICT Support Team, including setting expectations and priorities, coaching and developing staff, managing performance and capability, and building a positive, accountable and customer-focused culture. Alongside managing the team, you will contribute to the support queue, troubleshoot and resolve ICT issues, and act as an escalation point for complex or high-impact matters. You will also use service data and customer feedback to improve performance, strengthen knowledge and processes, and support the effective lifecycle management of the City's end-user technology.

You will also lead and contribute to ICT projects and technology implementations, and oversee the development of support documentation, knowledge resources and training materials that build capability across the team and organisation.

Please refer to the Position Description for a more detailed understanding of the role.

About you

You are a practical and supportive ICT leader with strong service desk experience and the confidence to balance people leadership with frontline delivery. You can coach staff, manage competing priorities and step in when the queue is under pressure or an issue needs escalation. You communicate clearly with technical and non-technical customers, use service information to guide improvements, and build a positive, accountable and customer-focused team culture.

What's on offer?

• Competitive salary from around $116K - $122K depending on your capabilities and experience + 12% superannuation
• Permanent full-time, 35 hours per week
• Brand new office location at Yarrila Place!
• Flex time, flexible work arrangements and generous leave entitlements!
• Numerous benefits as outlined here!

About us

The City of Coffs Harbour strives to ensure the community and visitors can enjoy and grow the City's opportunities. We empower our people to innovate and work collaboratively with accountability and respect at the core of our approach. This is an excellent opportunity to be a part of a dynamic organisation and a thriving community in one of NSW's most beautiful regions. Check out the benefits of living on the Coffs Coast

Hear from our General Manager, Murray Wood, on why a career at the City may be right for you!

Want to chat?

Please reach out to Trevor Fidge, Section Leader ICT Solutions and Support on [e-mail] or via phone [phone] to discuss the role in more detail.

If you have any queries around or require specific assistance or adjustments with any aspect of the application/recruitment process, please reach out to our Talent Acquisition Team via email at [e-mail]

The City of Coffs Harbour is dedicated to fostering an inclusive and respectful workplace based on the principles of employment equity and diversity. We actively encourage applications from individuals from diverse backgrounds, regardless of race, religion, nationality, gender, sexual orientation, age, veteran or disability status.