Principal Team Lead - End User ComputingQueensland Corrective Services (Organisation site)Digital Service Delivery; Digital Services and Information Technology Group; Organisational Capability; BrisbaneQueensland Corrective Service's Digital Services and IT Command provides ICT services and support to 13 correctional centres, 35 Community Corrections offices and the agency's corporate function.The Command is recruiting for an AO7 Team Leader to lead Queensland Corrective Services' ICT Service Centre, which delivers computing and associated support services across the entire agency of more than 7,000 FTE.ResponsibilitiesManage and lead the operation of a service centre team engaged in first point of contact ICT Support Services across QCS and report, document and develop recommendations regarding resource capacity, capability and planning.Provide guidance, advice and direction to meet and maintain defined service levels and execute work requests for end user computing environment within and to QCS sites including PCs, printers, telecommunications, video conferencing and applications and install and configure ICT hardware and software.Coordinate the delivery of client focused ICT support including the coordination and management of incidents, problem management, user access and training services.Develop and implement contemporary service delivery processes to effect quality help desk, desktop support, user access administration and training services including the development of policies, procedures and manuals.Investigate options for improvements in customer service through process changes and technology adoption.Communicate with business customers on system planned maintenance activities and unplanned outages.Implement controls and processes to manage, monitor and audit user access security permissions for the Agency's network and systems.Manage the Agency's IT support through an IT Help Desk which assists management and staff to make the best use of the Agency's ICT environment.Oversee the technical support, development and management of Agency computing and network access.Engage with vendors, business units and management to develop successful working relationships that contribute to the effectiveness of the Service Centre environment.Ensure staff employed within QCS comply with policies and procedures relevant to the acceptable use of IT facilities.Manage the provision of an environment which supports a geographically dispersed client group across Queensland managed centrally within a secure IT environment.Perform human resource functions associated with the management of a high performing IT service provision team focused on delivering optimal outcomes.Perform other duties as required to meet departmental priorities.Applications to remain current for 12 months.Further InformationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.Please ensure you download all attachments and follow the instructions on how to apply.
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