ICT Service Desk Lead

This role offers a unique opportunity to contribute to a world-leading public education system that prioritises learning and well-being. The ICT Service Desk Lead coordinates and evaluates a range of first level ICT support functions and resources, within an Information Technology Infrastructure Library (ITIL). This includes ensuring workloads are managed and monitored, knowledge is robust, relevant and of value to customers.

The role leads the operational requirements of work received by the Service Desk, identifies, evaluates and implements improvements in Service Desk operations and manages performance matters, gaps and potential risks to service provision.

What you'll do:

• Plan, execute and monitor the delivery of high-quality, customer-centric ICT Service Desk support functions.
• Coordinate, implement and evaluate strategies and operational initiatives for the ICT Service Desk.
• Lead, manage, and motivate a high performing team skilled in delivering customer focused support across all department customers.
• Contribute to the development, implementation and evolution of an Incident and Request Management framework.
• Support the delivery and evaluation of key IT Service Management processes.
• Maintain a robust knowledge base ensuring content is relevant and adds value to customers and ICT Services staff.
• Plan, develop and implement effective performance measurement methods and processes.
• Facilitate communication and collaboration with stakeholders across the department.

What you bring:

• Extensive experience leading and managing a high performing multi-disciplinary team.
• Strong experience in identifying operational and systems enhancement opportunities.
• Sound knowledge of ICT environments including distributed PC’s, hardware and software configuration.
• Proven high level interpersonal, written and verbal communication skills.
• Demonstrated ability to work under broad direction, both independently and in a team.
• Proven knowledge of ITIL service management principles.
• Understanding of Knowledge Management as a discipline in an ICT Service Management context.
• Significant experience developing performance measurement methods.

Overall, you will be a part of an environment that values service, professionalism, trust, respect, collaboration & engagement, honesty & integrity, courage & tenacity, and sustainability. Help them strive for excellence and have the confidence in the ability of others. Ensure to value every individual and work together to get the best results for current and future generations of South Australians.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call George Bailey on 08 8216 3518 for a confidential discussion.