The Service Desk Team Leader is responsible for providing leadership and management for the Service Desk team to ensure the successful delivery of request fulfillment and incident and problem management, providing the highest level of service to both internal and external clients and stakeholders.
Duties include, but are not limited to:
- Leading a team providing first and second-level support to the Museum and Cultural and Corporate Shared Services Centre (CCSSC) partner agency clients during standard business hours (8am-5pm) and participating 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 and CCSSC partner agencies.
- 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 ongoing maintenance to ITSM tools as a product owner and 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 and CCSSC projects and providing input into the requirements for ongoing resources for new processes and technology.
The key duties of the position include:
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 in order to develop new skills such as business analysis, project management and administration.
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.
Eligibility
To be eligible to apply for this vacancy, applicants must:
- be an Australian citizen
- undergo a number of pre-employment checks, including a police records check
- obtain and maintain a valid Security Clearance at Baseline.
Notes
Aboriginal and Torres Strait Islander people and those from culturally diverse backgrounds are encouraged to apply. The National Museum of Australia is an equal employment opportunity workplace.
The National Museum of Australia 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.
For more information or to apply visit: APSJobs.
