End User Compute and Productivity Lead - Service ManagementRegion/Directorate: INFO & TECHWork Unit: Information & TechnologyLocation: Albion 4010Closing Date: Midnight 24 November 2024Reference No: QLD_QFES_20310_24About usThe Queensland Fire Department (QFD) provides fire prevention, preparedness, and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.Purpose of roleA part of delivering the Service Management and Operations vision is to lead and drive the day-to-day delivery of Information Communication and Technology (ICT) service desk and regional support services and programs. The Service Management team is responsible for managing effective change and release process for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the department's strategic operational and business requirements.Reporting to the Executive Manager, you will be responsible for the design, build, implementation, and operations of End User Computing (EUC) environments and solutions. This role includes the development of the Standard Operating Environment (SOE), ensuring that all devices are consistently configured and secure. You will understand the business requirements and identify how end user technologies and devices can be designed and operated to ensure the EUC environment, and its management infrastructure meets the performance, reliability, and security requirements of the organization. You will provide daily support, manage end user device lifecycles, provide safe and secure access, and continuously refine departmental requirements to ensure the efficient and effective delivery of these services within the department.Key requirementsHighly desirable requirementsKnowledge of mobility and communication technologies and experience in deploying and managing these technologies in a complex and diverse environment to achieve departmental objectives.3-5 years' experience in a technical support leadership role within mid-large, complex ICT environment.Experience / qualifications of ITIL v4 Service Management framework.Experience with end user device lifecycle management and associated processes.Experience with Microsoft Intune or System Centre Configuration Manager.Your key accountabilitiesYour part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:Lead and manage the functions of the team, providing specialised direction and support to ensure the success of high-quality end user computing and productivity service delivery, and adherence to best practice testing governance for all ICT delivered content.Provide expert advice, support and guidance to senior management, project and technical groups in the deployment and adoption of emerging technologies, and how best to utilise the technology and toolsets they have available to optimise their workflows.Coordinate and maintain asset and lifecycle management for end user technologies and devices, ensuring information security and privacy are considered across all aspects of EUC and technical solutions are achieved or escalated to ensure high-level customer service and satisfaction.Assist in the planning, design and implementation of EUC subsystems and managed devices, utilising vendor resources and best practice approaches, innovation and cost savings to ensure architectural, customer and business requirements are met.Facilitate, investigate and promote new technology and its adoption through the delivery and management of training programs to ensure the department is at the leading edge in providing ICT services and training.Build and maintain effective working relationships with key internal and external stakeholders to ensure the successful delivery of End User solutions, including feedback mechanisms and management of expectations.Maintain knowledge and awareness of relevant issues, insights, challenges, industry practices and, evaluate, recommend, and deliver innovative solutions that optimise outcomes and improve service delivery.Manage the function and team, fostering positive teamwork, and utilisation of human, financial and other resources and assist in the ongoing development of staff through performance, planning, and review.CapabilitiesTo determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:Leadership Competency Stream – Team Leader (leading others)VisionStimulates ideas and innovationResultsDevelops and mobilises talentDrives accountability and outcomesAccountabilityFosters healthy and inclusive workplacesDemonstrates sound governanceOnce you join us we will want you to exemplify the QFD shared values of:RespectIntegrityTrustCourageLoyaltyHow to applyPlease refer to the QFD Public Service Application Guide (All PS Classifications/Streams and Senior Officer) for information on how to apply for this role and contact us to discuss any reasonable adjustments if required.
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