The service desk is the first point of contact for resolving incidents and providing ICT services to both internal and external clients. The ICT service delivery team relies on established processes to ensure the consistent and reliable delivery of services for QRO.Your typical day as a Team Lead, ICT Service Desk may include:Providing leadership, coaching and support to the service desk teamManaging day to day operations of the service deskMonitoring queues and operations dashboardsGeneral rostering, allocating resources and maintaining knowledge basesProviding support to internal and external end users/stakeholders to build, grow, and maintain relationships.You will be supported by a positive, constructive team and divisional leaders as you do your work.Key accountabilities of the role are:Leading and providing complex support to users within QRO and external partners, serving as the primary escalation contact for all QRO systems incidents, service requests and change requests.Ensuring and maintaining timely communication of planned and unplanned system maintenance and outages to users and relevant stakeholders.Coordinating incident resolution for major ICT incidents.Generating and analysing service delivery reports for team KPIs and other metrics.Reviewing support materials for the ICT Service Delivery team and business users, using QRO's knowledge base, and provide advice on training materials and documentation.Ensuring that appropriate expertise in production verification testing (PVT) supports the maintenance and enhancement of QRO's ICT products.Facilitating team and individual development and a build positive and participative culture that supports division and QRO strategic objectives.Guiding and coaching team members and peers to deliver high quality ICT services.To be successful in this role, you will need to demonstrate:Experience leading an IT service desk.People management experience.Strong interpersonal skills for effective communication.Growth mindset and a proactive approach to personal and team development.Ability to apply your own knowledge and skills to solve problems collaboratively.Joining QRO you will have opportunities for continued learning, growth and career development.
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