Aps6 Ict Service Desk Team Leader (Nsw)

The ICT Tier 1 Team Leader position is responsible for overseeing the operation of the Tier 1 Support team. This position is a team leadership position within the Agency and will have responsibility to resolve issues and risks across a range of activities. It will provide resource and performance management, leadership, planning, technical and operation support and decision making within the team. The Team Leader role will liaise with a range of internal and external customers along with different vendors

• Due to the nature of the roles applicants MUST be Australian Citizen's with the bility to obtain an NV1 securtiy clearance.
• Assist with procedure enquiries, either by directly answering straightforward process questions or referring complex process questions to the relevant internal business team.
• Provide SES and VIP support as a priority, either by resolving the problem or escalating to the Managed Service Provider VIP service
• Support with enquiries in relation to desktops, laptops and smart phones and including video conferencing and network hardware
• Work to improve the Tier 1 support team knowledge base via process improvements and new documentation
• Provide strong leadership, mentorship and management to the Tier 1 support team
• Responsible for the day to day management, performance and coordination of responsibilities to the Tier 1 team and provide support, direction, advice and guidance
• Provide motivation of staff and ensure the ongoing development of the team through training and coaching
• Ensure timely completion of support calls by the Tier 1 team
• Triage all technical issues raised, identify what additional information is required and either solve the issue or escalate to the relevant resolver group
• Act as an escalation point for unresolved or escalated requests and manage any related complaints for ICT issues
• Maintain and / or develop ICT training materials and guides. For the Tier 1 team, ensure these are followed and adhered to
• Identify staff training needs and individual and team development
• Provide input on incident and service request process and improvement opportunities
• Review and approve Tier 1 Service Desk Analyst time sheets, when requested
• Provide Hardware support for Networking equipment, VCs, telephones, mobiles, laptops, desktops, screens, cabling
• Organise, manage and review ICT hardware procurement
• For the Agency's IT equipment - track, manage and maintain the asset register, hardware requests and stock
• Assist with site set up and expansion
• Provide input and support to new services transitioning to production to ensure they can be managed by the ICT Tier 1 team effectively
• Ensure COS outage notifications are posted to the Agency's website in a timely manner
• Scan the market and identify IT products that may be applicable for use in the Agency
• Assist with Tier 1 tasks, as needed

The ideal applicant will also have :