Lead, Technical Support

vor 1 Monat


Melbourne, Österreich State Government Of Victoria, Australia Vollzeit

Occupation: IT and TelecommunicationsReference: 6273Suburban Rail Loop (SRL) is an integrated transport infrastructure and precincts planning project that will deliver a 90km rail line linking every major train service from the Frankston Line to the Werribee Line via Melbourne Airport. Suburban Rail Loop Authority (SRLA) is the statutory body established to plan all elements of the project, procure builders, develop structure planning for SRL Precincts and oversee construction.About the opportunityBe the driving force behind our IT excellenceAre you a dynamic and experienced Technical Support leader ready to take charge of a fast-paced and innovative technology environment? Join the Suburban Rail Loop Authority and lead a team at the forefront of technology and service delivery.Reporting to the Manager, Technology Operations and Platforms, your key accountabilities will include:Leading and undertaking hands-on management of Technical Support team, including complex escalations and problem solving, focusing on desk-side and onsite support.Driving service delivery excellence, continual knowledge improvement, and maintenance of SRLA's internal support through ensuring Information Technology Service Management (ITSM) processes are in place.Providing strong leadership and guidance in ITIL 4 Service Operations focused processes.Driving innovation within the organisation by encouraging team members to seek opportunities for improvement.Effective management and development of the team, driving cross-training and knowledge sharing.Remaining abreast of latest developments in the Microsoft platforms stack to recommend new functionalities.This is a permanent, full-time role. You will work in a hybrid work model with access to a range of flexible working arrangements.Minimum RequirementsA strong leader who can develop, manage, and mobilise the team effectively within a fast-paced environment to provide excellent service and operational project implementation covering a range of IT Services, including infrastructure, cloud technologies, service management, modern workplace, and security.Demonstrated IT skills and experience in providing Level 1 and Level 2 desk-side support, audio-visual technology support, and leading a team to provide excellent service.Experience in change management, developing and implementing ITIL practices, and driving the reduction of operational incidents.Experience in IT asset and configuration management.Excellent communication skills to influence all levels of an organisation and resolve complex issues.Outstanding interpersonal and stakeholder management skills.Ability to manage internal and partner compliance to Governance and Assurance frameworks.ITIL v3 or ITIL 4 Foundations certification.How to applyPlease click Apply Now to submit your application online. Please include a resume and a one-page cover letter. We want to know why you want to work for the Suburban Rail Loop Authority, why you are interested in the role, and how your skills, knowledge, experience, and qualifications are applicable to the role.Please note that appointment of successful applicants will be made subject to a satisfactory pre-employment screening check.Applications close Australian Eastern Daylight Time 11:59pm Sunday 15 December 2024
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