Service Desk Team Leader – NMA

The Service Desk Team Leader is responsible for providing leadership and management for the Service Desk team to ensure the successful delivery of request fulfilment and incident and problem management, providing the highest level of service to both internal and external clients and stakeholders.

The key duties of the position include:

Key accountabilities

• Leading a team providing first and second level support to the Museum. partner agency clients during standard business hours (8am-5pm) and participate in an on-call rotation when required.
• Ensuring ongoing operation of the Service Desk, including staffing, reliable high performance, consistent customer experience, and continual improvement of service to effectively achieve outcomes and provide high quality services to the Museum.
• Provide Leadership, guidance, and direction to staff, encouraging development & upskilling staff; Identify training needs and develop training plans to improve the capabilities of the service desk team.
• Liaising with internal and external technical experts to resolve complex issues and to transfer knowledge and expertise to the Service Desk.
• Managing software upgrades and implementation with a strong understanding of the best practices and ability to create and execute effective upgrades & maintenance plans.
• Collaborating with project managers on high profile Museum projects and providing input into the requirements for ongoing resources for new processes and technology.
• Actioning Service Based Tickets, Requests, Calls & Walk-ups when required.
• Demonstrate a strong commitment to Work Health and Safety (WH&S) by actively supporting a positive safety culture, following the Museum’s WHS policies and procedures, and complying with reasonable instructions to ensure alignment with the Work Health and Safety Act 2011

 

Skills, experience and qualifications

Essential:

The successful candidate will have broad experience in and understanding of service desk functions in a Commonwealth Government environment. They will be someone who enjoys the opportunity to take on the extra responsibilities that working within a small team requires and will step up to take on tasks that may not be within their position description utilizing their existing experience or to develop new skills such as business analysis, project management/administration or more.

They will have great communications skills and will understand the value of having strong relationships with vendors, stakeholders and agency partners. They will have an in-depth understanding of legislative and compliance frameworks relevant to the role and be able to provide advice on complex problems and issues.

Ideally, they will have some or all of the following qualifications and experience:

• Strong knowledge of ITIL principles, IT Service management & related framework.
• Proficient in managing and troubleshooting enterprise-level IT systems, including Active Directory, Azure, AWS, Windows 11, Office 365 and 2016/2019/2022, iOS, MacOS, iPadOS, Citrix & All Standard Microsoft Office suite products.
• Proven track record of providing excellent client support and managing client relationships in a fast-paced APS environment.
• Experience working with an outsourced provider and integrating with internally provided support teams, with the ability to manage & resolve conflicts accordingly.
• Project Management skills with experience in leading and delivering successful IT projects, or relevant experience in project management with a proven track record of delivering projects on time and within both scope & budget.
• The ability to extract key performance statistics from a service management tool and convert the data into a plan for improving digital literacy across the organisation.

 

Eligibility

To be eligible to apply for this vacancy, applicants must:

• be an Australian citizen
• undergo pre-employment checks, including a police record check
• hold or be eligible to hold a security clearance at the level specified in the position description.

 

Notes

Applicants must include a 1-2 page pitch addressing their suitability for the role against the essential and desirable Skills, experience and qualifications. Applicants must also provide a resume and contact details for 2 referees.

The National Museum of Australia is an equal employment opportunity workplace. Aboriginal and Torres Strait Islander people and those from culturally diverse backgrounds are encouraged to apply for roles at the Museum.

RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position.

The Museum is committed to ensuring a child-safe and child-friendly environment. All employees are expected to demonstrate a commitment to, and support for, these principles, in theory and practice.

Reasonable adjustments are available throughout the recruitment process. If you require, or would like to discuss reasonable adjustments, please contact the Contact Officer for this position.

Indigenous job seekers are encouraged to apply for this vacancy. If the job is ‘Identified’, then part or all of the duties impact on Indigenous Australian communities or their representatives.