Service Desk Team Lead (AO5) Service Centre

About us

The Queensland Fire Department (QFD) provides fire prevention preparedness and response services to fire in the built and landscape environments as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response including road crash rescue bushfire hazardous material technical and vertical rescue severe weather incidents remote and swiftwater rescue and provides a number of functions supporting community safety outcomes.

The department encompasses Queensland Fire and Rescue (QFR) Rural Fire Service Queensland (RFSQ) as well as the broader department which work together to pre-empt prevent mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.

The QFD is an organisation that is committed to reframing the departments relationship with Aboriginal and Torres Strait Islander peoples communities and organisations through activities identified in the QFD Reframing the Relationship Plan contributing to Closing the Gap outcomes and building our cultural capability.

Purpose of role

The Service Centre provides Tier 1 Information Communication Technology (ICT) services for approved software and hardware in accordance with Managed Operating Environment (MOE) and standard desktop guidelines and is responsible for troubleshooting and resolving problems with IT equipment and applications involving a combination of technical expertise and communication skills. The team also provides detailed support and guidance to end-users ensuring a reduction in downtime and improving customer experience and facilitates a trusted relationship with customers in State Operations QFR and RFSQ frontline operational streams and/or corporate areas to achieve optimal outcomes for the departments strategic operational and business outcomes.

Reporting to the Service Desk Manager you will lead the coordination of service desk functions and supporting IT service management processes and liaison between the Service Desk and customers to ensure services are provided within pre-defined arrangements and the provision of excellent customer service staff and volunteers. You will be responsible for ticket management and overseeing service desk support personnel to ensure issues are resolved promptly and effectively to meet operational and business requirements.

Key requirements

Highly desirable requirements

• Demonstrated Team Lead/Supervisor experience within a fast-paced ICT service delivery function.
• Experience in the use of ServiceNow especially knowledgeable with Incident Request Critical Incident Change Problem.
• Certification in ITIL 4 Foundations
• Ability to understand current technologies from a support training and escalation perspective.

Special requirements

• The incumbent will be appointed as a staff member of QFES. The role will be required to undertake non-continuous shift work in accordance with the Queensland Public Service Officers and Other Employees Award - State 2015. Roster patterns will include day and afternoon shifts including weekends. The incumbent may also be required to participate in an on-call roster outside of the rostered shift work arrangement.
• This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community.

Your key accountabilities

Your part in the ongoing success of our department in supporting key frontline services will see you responsible for a variety of work including but not limited to:

• Lead and manage the development of the team by providing guidance and advice relating to service catalogues and service desk activities to ensure prompt and effective delivery of services to clients and key stakeholders.
• Oversee ServiceNow ticketing system and ensure the effective management of the incident management and request fulfilment processes.
• Coordinate administrative and technical workloads for the service desk team including communicating and enforcing procedures coordinating training and providing feedback on quality assurance and customer satisfaction.
• Monitor and report against the Service Desk queue and act as an escalation point for high priority incidents to ensure the appropriate technical resource is assigned and issue/s resolve in a timely manner.
• Review and ensure the effective management and continuous improvement of the Service Centre through the application of best practice procedures governance and compliance activities.
• Manage Tier 1 technical support team in resolving queries via telephone remote desktop tools or face to face to effectively coordinate resources releases and operational support activities and/or escalate major incidents problem changes in adherence to service management principles.
• Oversee and maintain quality control and assurance activities to ensure that work instructions for the documentation (routine and non-routine) ICT processes and standards are current and align with departmental policies and regulatory requirements.
• Manage and maintain skills and knowledge of the team through fostering teamwork and assisting with human resource management activities including staff performance and development training and review.

Capabilities

To determine your suitability for the role you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the key accountabilities for this role:

Leadership Competency Stream Team Leader (leading others)

Vision

• Stimulates ideas and innovation
• Makes insightful decisions

Results

• Builds enduring relationships
• Drives accountability and outcomes

Accountability

• Fosters healthy and inclusive workplaces
• Demonstrates sound governance

Once you join us we will want you to exemplify the QFD shared values of:

• Respect
• Integrity
• Trust
• Courage
• Loyalty