Support Desk Team Leader
- Employment Type: Ongoing (2 roles)
- Location: Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required from time to time (negotiable)
- Grade: Clerk Grade 7/8
- Salary Range: $110,266 - $122,058 p.a. base salary dependent on experience, plus superannuation
Who we are
The Department of Customer Service (DCS) is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.
Government Technology Platforms (GTP) forms part of Digital NSW and delivers core and common digital capabilities and infrastructure solutions including cross sector leadership across NSW Government underpinned by the Digital Government Strategy.
The opportunity
We are now inviting applications for the opportunity of Support Desk Team Leader for Government Technology Platforms, within Digital NSW as it transforms to become the state's trusted partner to enable accessible and secure digital platforms and services for the citizens and business of NSW.
In this role you will lead a team to deliver timely, efficient, effective and integrated services to customers of the NSW Government, to ensure high levels of customer service delivery and provision of a quality customer experience.
Day to Day Responsibilities
- Maintain team rosters.
- Monitor Incident SLAs and take appropriate actions as required.
- Handle escalations for Service Requests and Incidents as they occur.
- Monitor unassigned queues.
- Oversee morning platform health checks and handle any escalations.
- Support team members with incident handling (during high volume periods).
- Organise knowledge handovers for team members
- Perform coaching and training for team members
What you will bring to this role
- Experience working within a Support Desk environment
- Strong written and verbal communication skills
- Experience creating high quality, detailed, process-based documentation
- Experience in delivering high-quality customer service by resolving complex issues and coaching team members to enhance service delivery and improve customer outcomes
- Experience in providing support and resolving complex inquiries to ensure effective service delivery while monitoring processes to maintain quality and timely responses.
- Experience in providing timely feedback to team members to enhance service quality while fostering a courageous culture that promotes ethical values and encourages open communication on complex issues
- Experience in contributing to performance management by providing feedback aligned with customer service standards to enhance employee engagement and foster a positive experience.
- Experience with Jira Service Management would be preferred.
Essential Requirements
- Experience either working in a Support Desk style role OR heavy involvement in projects directly impacting Support Desk personnel, tooling or operations
AI Statement
GTP embraces the use of AI to enhance productivity and creativity. In the Assignment to Role process, AI tools should be used solely for drafting and planning purposes, final submitted applications need to be your own work and reflective of your personal experience.
Click the link to submit your application. Please attach your resume and a cover letter demonstrating how your skills and experience align with the role.
Salary Grade 7/8, with the base salary for this role starting
at $110266 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please
contact Esther Dah via esther.dah@customerservice.nsw.gov.au.
Visit the
Capability Application Tool to prepare for the recruitment process by accessing
practice application and interview questions based on the focus capabilities
listed in the role description.
Closing Date: Tuesday 25th February at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives
you the opportunity to help improve government services and be part of reform that
benefits people across NSW. We are
focused on delivering excellent customer service, digital transformation, and
regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive
workplace
The
strength of our workforce lies in its diversity and embracing difference, while
the key to our success is leveraging the contributions of employees with
different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may
require adjustments to allow you to fully participate in this selection process
(including an alternate format of the application form) please contact esther.dah@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
