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June

Ict Service Desk Manager (Vpsg5)

State Library of Victoria - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

Are you a customer focussed people leader with a passion for service delivery? Do you have the ability to innovate and problem solve in a complex environment with a range of technologies? Would you enjoy working with a new and enthusiastic team while implementing new approaches and ways of working? Do you combine a coaching approach to people leadership with a track record in ICT service desk delivery?

ICT Service Desk Manager

  • VPS 5
  • Fixed Term 2 years
  • Full-time
  • Lead a service-oriented ICT support team to deliver best practice digital and technology service to a wide range of staff and service points at one of the world's busiest libraries.

Are you a customer focussed people leader with a passion for service delivery? Do you have the ability to innovate and problem solve in a complex environment with a range of technologies? Would you enjoy working with a new and enthusiastic team while implementing new approaches and ways of working? Do you combine a coaching approach to people leadership with a track record in ICT service desk delivery?

About us:

State Library Victoria is the State's premier reference and research library, the hub of state-wide information and communication network, and a gateway to the world's information. The State Library is Australia's busiest public library with a collection of over 4.9 million items and a diverse range of exhibitions and programming, inspiring possibilities for all Victorians.

About the role:
Leadership of the ICT service and support function is a key area for the strategic success of a digitally mature Library. This role manages the staff technology tools and support to enable a library for the future.

Success in this busy role requires highly developed leadership and communication skills as well as sound knowledge and experience of contemporary team-based service desk practice and technology expertise.

The ICT Service Desk Manager is accountable for:

  • Monitoring support tickets for completion within agreed service levels.
  • Initiating service improvements using a lean and continuous improvement process approach.
  • Managing projects to meet timeframes, on-budget and to stakeholder satisfaction.
  • Implementing best practice digital service standards and directly supporting enhancement of the Essential 8 cybersecurity maturity levels.
  • Delivering efficient and effective user end-point management.
  • Ensuring a programmed and documented approach to end-user device asset management enabling a cycle of replacement and suitability for purpose.

State Library Victoria promotes a workplace that actively seeks to welcome and value the unique contributions of all people. We encourage Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, LGBTIQ+ people, and people of all ages and abilities to apply for this role.

How to apply:

Please submit your application via www.careers.vic.gov.au, attaching your resume and a cover letter (maximum 3 pages) summarising how you meet the key selection criteria.

If you have questions about the role, please get in touch with the contact person listed in this Position Description. Our People and Projects team (employment@slv.vic.gov.au) can assist with any questions about the application process.

For further information, including employment conditions, please visit the Library's website at https://www.slv.vic.gov.au/about-us/work-with-us.

Applications close: 7 June 2021