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Position Description Service Desk Team Leader Information Services Organisational Services

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ABOUT THE INFORMATION SERVICES BRANCH

Growth

Diversity

Service

Information Services branch partners with branches

across Council to deliver flexible and appropriate

Information and Communication Technology (ICT)

solutions. We provide ICT support and services,

ensuring a reliable ICT environment for Logan City

Council that meets business needs. We are thought

leaders in the areas of Information and Technology,

driving the organisation towards next generation

government.

We work towards our purpose in the context of the

vision of Council’s Corporate Plan.

The Information Services Branch provides Branch

Management, Service Management and Digital

Infrastructure services which are provided through 5

Teams and 2 Programs, namely:

Digital Infrastructure program

Coordinates the design and delivery of cost effective,

responsive and customer -focused information

systems and services to manage and deliver

information support of Council's service delivery and

organisational priorities.

To provide Council with a solid, secure and effectively

supported ICT foundation to meet organisational

objectives, priorities and enable service delivery.

Service Management program

Enhances Council's ability to meet organisational

priorities and provide high quality services through

the application of appropriate information and

communication technology and services, in line with

Council's Corporate Plan.

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TITLE:

Service Desk Team Leader

POSITION NUMBER(S):

3122

CLASSIFICATION:

Level 7

AWARD:

Queensland Local Government Industry (Stream A) Award – State 2017

REPORTS TO:

Service and Solutions Program Leader

JOB PURPOSE To guide, mentor and lead the Service Desk team to deliver consistent, high quality, knowledge and technical support to all customers. Ensure appropriate levels of support coverage are always maintained for all contact channels. Provide excellent customer service and act as an escalation point for issues.

EXTENT OF AUTHORITY The position manages the ongoing development of the Service Desk team, and all Services Desk staff under limited direction from the Service and Solutions Program Leader. All specialist functions associated with the management of the Service Desk Team are performed by this officer with a degree of autonomy.

DIRECT REPORTS

This role is responsible for the supervision of Service Desk, Desktop Support and ICT Procurement Officers.

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CUSTOMER SERVICE A demonstrated focus on customer service excellence. Excellent communication skills and proven ability to provide leadership in customer service and positive customer outcomes on behalf of the team. Train and upskill team members in customer service. Ability to take a leadership role in IT incident escalations. Have a strong business understanding and focus, able to negotiate positive outcomes for the business and customers. Establish and maintain positive professional relationships with end-users, management, partners and vendors. Demonstrated ability to set realistic customer expectations and keep commitments. Apply best practice analysis and problem-solving techniques to address problems, issues, and reports brought forward by customers, users, and auditors.

Proactively analyse and interpret call and service request data to produce evidence based reporting on service desk trends, and

provide recommendations.

Development and maintenance of Service Level Agreements, Key Performance Indicators and statistical reports to support

these agreements and indicators.

Performance Criteria

• Effective and efficient Service Desk operations leading to high levels of customer satisfaction

• High levels of customer service from the team

• Timely and effective resolution of customer complaints and requests

• Continuous improvement of customer service practices

LEADERSHIP Act as a role model and ensure the teams commitment to our branch values, ensure reports perform to a high customer, technical and ethical standard. Provide coordination of workloads, motivation, coaching, development and monitoring of team skill levels and the assessment of team member performance. Facilitate innovation, change and continuous operational improvement of strategies in the Service Desk team. Contribute and play a leadership role within the branch’s leadership team. Contribute to business plans and strategy under the branch vision. Provide specialist advice to the Program Leaders and Branch Manager on all IT Service Desk related matters

Performance Criteria

• High levels of morale

• Timeliness and consistency of internal staff performance reports

• Positive feedback regarding coaching and mentoring

• Effective linkage between individual team member evaluations incorporated into the wider business plan/service catalogue

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OPERATIONAL EFFECTIVENESS Service Request and Incident Management Practice Lead and manage the day to day workload and activities of the Service Desk to provide effective level 1 support and Service request and Incident Management. Ensure all service requests and incidents are logged in the ticketing system. Manage the team to ensure all tickets are progress in a timely manner, escalating as required. Prioritise and be flexible to meet branch objectives and organisational needs. Provide guidance and support to team members to ensure support is consistent with quality standards and service architectural direction, produce knowledge articles, liaise with system administrators & owners and other team leaders as required. Contribute as a team member to the resolution of service requests and incidents. Promote knowledge sharing, effective SKMS and ensure the team is cross skilled to maintain levels of service. Service Desk Practice, Service Metrics, Reporting and Managing Expectations Maintain the service catalogue and Service Level Agreements reflecting expected performance of the Service Desk. Quantify Service Desk performance. Institute appropriate metrics and provide weekly management reports on performance and trends. Identify proactive improvement opportunities and demonstrate successful implementation through improved metrics Maintain the publishing of information including service catalogue, knowledge articles, tip sheets, SLA’s, performance history, ad-hoc reports and current service status and outages. Asset Management and Service Configuration Management Ensure the successful delivery of ICT procurement and related services across the team. Ensure that the service configuration tool is accurate and reliable. Update the CMDB/CMS in cooperation with process owners. Assist with maintaining CI’s. Lead and improve process for asset management whilst remaining compliant within Council Policy, procedure and financial practises.

Performance Criteria

• High first contact resolution stats and low mean time to resolve stats

• Low numbers of breached tickets

• Continuous improvement of relevant ITIL service practices

• Accurate and reliable CMDB information and reports.

• Creation of knowledge articles and other artefacts to support ITIL practices

PROJECT MANAGEMENT

Use project management methodology to manage minor works and continuous improvement initiatives. Participate as a

stakeholder in larger projects as required. Use a service mentality to provide advice on service transition and onboarding.

Define and implement, support options, SLA’s, costs, assets, CMDB, service catalogue and release management to support the

project.

Performance Criteria

• Successful delivery of minor works and continuous improvement

• Well defined support metrics and processes for transitioning or onboarding services

OTHER

The Council Leadership and Performance Capability Framework is used for managing and supporting performance and

development.

The appointed officer may have to undertake any other duties that are reasonably within scope of their skills, competence and

training.

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KNOWLEDGE, SKILLS AND QUALIFICATIONS Demonstrated significant experience in a senior ICT Service Desk team leader role in a 1,000+ seat Enterprise with a proven track record of delivering excellent customer service outcomes. An accreditation in ITIL at Foundation or Manager Level. Tertiary qualifications in either computer service or business management is desirable. Essential;

o Excellent Customer Service skills and ethos o Excellent communication skills both, written and oral o Demonstrated extensive experience and expertise in leading an IT support team in an Enterprise environment o Strong understanding of ITIL best practise service delivery is essential, together with a minimum of 5 years’

experience in desktop support following ITIL practises. o Strong problem solving, analytical skills and strategic thinking o Excellent interpersonal skills, including stakeholder management, training, presentation and public speaking o Ability to be flexible and adaptable in the face of changing organisational priorities and ambiguous

environments Experience in staff management, including leading towards achieving objectives, setting targets and monitoring performance of subordinates. Demonstrated abilities in the creation, management, and maintenance of Service Level Agreements (SLA) as well as call escalation management. Possess excellent customer service skills and the ability to communicate and deal with people at all levels and to make prompt reliable decisions within bounds of allocated responsibilities. Demonstrated ability to work in a team environment with self-motivation and excellent time management skills.

SUCCESS PROFILE

To succeed in this role, you need to have a proven track record in:

Customer Service – delivering excellent customer service to customers; building and maintaining collaborative partnerships with internal and external stakeholders; and leading an effective team to deliver quality customer service in accordance with legislative and corporate requirements; Effective and empathetic dealing with customer complaints. People skills – Highly developed interpersonal skills; ability to manage employees; relate well to others and to work as a team; be supportive and know how to motivate others. Demonstrate good judgement; Negotiation skills and the ability to keep an open mind.

Communication – applying professional and respectful communication to customers and other stakeholders. Demonstrated high levels of verbal and written communication; present information clearly. Proven ability to manage vendor relationships and stakeholders’ expectations to reach agreed outcomes.

REQUIREMENTS & POSITION SPECIFIC CONDITIONS

To be employed in this position applicants must undergo an employment-related background check/s and be assessed as

suitable to be able to ethically perform the inherent requirements of this position.

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REVIEW

This position description was reviewed in May 2020 and may be reviewed again as Council’s organisation is developed or re-

structured. Any future re-organisation of duties as a result of such changes will be discussed with the incumbent officer.