Team Leader, Service Desk

Sippy Downs, Australia
10 May 2018
End of advertisement period
28 May 2018
Contract Type
Full Time

Role Statement

Salary Level: Classification Level 7/8 (Salary range A$84,974 to A$108,186 gross per annum plus up to 17% employer superannuation contributions)

Appointment: Full-time, ongoing

USC Vision

USC will be a university of international standing, a driver of capacity building in the Sunshine Coast and broader region, and an unsurpassed community asset.

University Strategic Goals

The University will be:

  1. A comprehensive university of 20,000 students by 2020;
  2. Positioned in the global tertiary education community as a top-100 university under 50 years of age; and
  3. A primary engine of capacity building in the broader Sunshine Coast region, from Brisbane to the Fraser Coast.

Overview of Academic Computing and Client Technology Services

Academic Computing and Client Technology Services (ACCTS) delivers integrated client-facing services across physical and digital environments and supports the technologies within teaching and learning spaces, staff desktops and enabling eResearch. The ACCTS team is responsible for ICT governance and planning, strategic and performance reporting, policy and risk management, client services and digital literacy; and in partnership with the Information Technology (IT) department delivers ICT projects on behalf of other departments of USC.

Overview of the Role

As a member of the ACCTS team, under the broad direction of the Manager, Client Services, the Team Leader, Service Desk leads the operations of the University’s Information Technology Service Desk and ancillary services, including the Student IT Help Desk. The Team Leader, Service Desk will supervise a dynamic Service Desk team which provides a central point of contact, high quality support and active resolution services for a broad range of technologies and services to clients.

The Team Leader, Service Desk will provide their team with leadership and guidance, including planning and allocating permanent and casual staff resources, developing and coaching staff and managing performance to deliver high quality service outcomes. With evolving University needs, consideration is being given to offering similar Service Desk services in support of other business units’ needs.

Significant functions of this role will include fostering a culture of responsive and effective ‘end to end’ service delivery to internal and external stakeholders, providing higher order administrative and technical support, incident management and problem resolution to minimise disruptions and meet performance targets, play a lead role in quality assurance activities for client facing products and services, particularly for call centre, service management and management reporting products, and participate in activities to deliver outcomes in support of engagement, projects, architecture and other service management initiatives.

The incumbent will possess an understanding of leadership and management in complex service organisations; change management; strategic planning and conceptualisation of strategic initiatives; budgets and financial management; development of key policies; system development; program evaluation; team building; high level communication and relationship management.

The successful candidate will hold a relevant postgraduate qualification or progress towards postgraduate qualifications or extensive management experience and proven management expertise in significant organisations.

In addition, all USC staff are expected to collaborate and contribute to the efficient and effective functioning of their work area, communicate in an inclusive and effective manner and respectfully engage with others. To ensure availability of fundamental IT systems and services, from time to time ACCTS staff can be required to work outside normal working hours and/or be rostered to be on-call.

A role statement is not intended to limit the scope or accountabilities of a role but to highlight the key aspects of the role. The aspects mentioned above may be altered in accordance with the changing requirements of the role.

Contact for Further Information

Perry Dixon

Manager, Client Services

Academic Computing and Client Technology Services

+61 7 5456 5002

Closing Date

11.59 pm, 28 May 2018

To Apply

All applicants MUST provide both a statement of claims and resume/curriculum vitae. 

Information regarding how to prepare your application and write an effective statement of claims is available on our website information for applicants

As part of your role, you may be required to travel to any one of USC's locations.

To apply please click the Apply button at top of screen.

USC values diversity, enables access and promotes inclusion.

USC strongly encourages applications from Aboriginal and Torres Strait Islander people.