Lead – Itam & Local Apps

You will be responsible for managing the activities of the ITAM System analysts and senior IT Analysts, ensuring incoming incidents and requests are completed in a timely manner to ensure high quality support and customer service for our End-Users.
You will also be responsible for establishing and monitoring IT service level agreements of incidents and requests ensuring customer satisfaction.
You will work closely with the IT Service Delivery Managers, Strategy & Architecture Team, Solutions Delivery Team, SDC Heads and key business stakeholders to define business needs and requirements in line with IT strategy, enterprise architecture design and roadmap.You will perform queue management activities to ensure timely ticket resolution/fulfilment, manage customer expectations, resolve escalations and contribute in identifying opportunities for process improvements.About you Relevant tertiary qualification or demonstrated equivalent competencySubstantial and extensive experience in leading an IT Support team in large and complex environments, analysing and projecting load, workforce planning and peak load managementDemonstrated leadership capability to manage a team and deliver strategic and operational advice support to leadersDemonstrated ability to communicate with significant influence, establish impactful stakeholder relationships and build engagementExcellent organisational and project management skills with demonstrated ability to negotiate competing priorities whilst always remaining fully customer focused Note: Occasional after-hours work and travel for field service may be required.