Department Of Justice Qld | Manager Court Service Centre

Vor 3 Tagen

Brisbane, Österreich Tideri Jobbörse Vollzeit

Justice and Attorney-General (Organisation site)
Reform and Support Services; Queensland Courts Service; Courts and Tribunals; Brisbane City
In this position, you will lead a client-facing, first-level service delivery team providing responsive, reliable, and respectful technology and Courts application support to a diverse group of clients including the Judiciary and their support staff, CAT staff, and staff from other government agencies.

Job details Position status: Fixed Term Temporary
Position type: Flexible full-time
Occupational group: IT & Telecommunications
Classification: AO6
Workplace Location: Brisbane City
Job ad reference: QLD/612102/24
Closing date: 12-Jan-2025
Yearly salary: $115758 - $123611
Fortnightly salary: $4437.00 - $4738.00
Job duration: Until 31 December 2025 with possible extension
Key Responsibilities Lead the activities of a team of client support officers in the delivery of high-quality first-level client technology and application support to Court and Technology Services (CTS) diverse client base.
Develop strong, ongoing, and mutually beneficial relationships with internal stakeholders, particularly other Reform and Support Services (RSS) team managers and the Department's central IT provider, with a focus on fostering a strong and sustainable client service culture.
Maintain and develop CTS ServiceNow client portal catalog items and workflow with a continuous focus on client service process optimisation.
Monitor the operational performance of the Court Service Centre and ensure the team is performing to the service levels required as outlined in the CTS Service Catalogue.
Manage team members through quality human resource management practices, including the performance appraisal and development of staff, as well as contractors as required.
Provide mentoring, training, assistance, and feedback to team members with a strong focus on fostering a collegial, positive, innovative, and client-focused culture.
Ensure the development and team adherence of policies, procedures, documentation, and tools associated with key areas of responsibility.
Use data-driven insights to identify continuous improvement opportunities, team risks and issues, and provide input into the CTS planning cycles.
Contribute to Court strategies by providing high-level and high-quality advice related to client-facing technology and application support.
Produce and distribute periodic system reports to CTS Team Leaders and Executive Managers on unassigned or outstanding tasks within ServiceNow.
Ensure compliance with incident and problem management service management policies, procedures, and processes based on the IT Infrastructure Library (ITIL) framework.
Drive continuous service improvement based on own analysis as well as supervisor, team, and client feedback.
Further Information We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

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