IT Service Desk Team Leader

Be challenged and imagine with us

As IT Service Desk Team Leader (Client Support Coordinator), you will lead a team of dedicated IT service desk staff to provide outstanding customer service, along with specialised technical advice, assistance, and operational support for Digital Technology Services (DTS) clients.

In this role, you will:

• Oversee the daily operations of the IT Service Desk, including team meetings, quality assurance, process improvements, team development, and problem management.
• Handle complex technical incidents and requests that have been escalated from the Service Desk.
• Ensure high-quality customer service is delivered consistently to all DTS clients.

This continuing position is full time (35-hour work week) and will be located at the Callaghan Campus (Awabakal and Worimi land).

Please note: The official title of this position is Client Support Coordinator, in alignment with the University's organisational structure.

How will you inspire us?

You will have:

• The ability to lead a culture that embraces change, collaboration, and customer service within a technical environment.
• Demonstrated experience in an IT Service Desk environment.
• Specialist knowledge and expertise of IT products and services, and the ability to communicate these effectively to a variety of stakeholders.
• Expertise in managing relationships with key stakeholders to align IT services with organised goals.

What we offer

The total remuneration for this position is from $116,595 to $131,171 and is commensurate with skills and experience. 

We offer a range of benefits and employment conditions that help you balance your commitments, stay healthy, and work effectively. For information on our employee benefits (such as leave, flexible working, discounts in private health insurance and gym memberships, and salary packaging) please visit here.  

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

Digital Technology Solutions (DTS) delivers cutting-edge, innovative and cost-effective digital solutions and services to the University’s staff and students to enable the delivery of excellence in education and research & innovation; and to support engagement with communities and partners. Digital Technology Solutions is repositioning to be a technology integrator, broker, trusted advisor and innovator, enabling the University to deliver the New Futures Strategic Plan.

Your next steps

Important information before you apply:

• Please visit here for a guide on how to apply for a role.
• If viewing this on a job board other than the University's please click ‘Apply’ (or equivalent) to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy from the Related Documents section before commencing your application.
• Applications for this position will only be accepted from those with Australian residency or a valid work permit.

Your application:

Your application must include:

• Your resume.
• A cover letter outlining your motivation to apply for this opportunity.
• A statement addressing the two targeted questions below. It is recommended to use the STAR technique when responding.

1. Provide an example of a time when you led a team to achieve exceptional performance or outcomes? How did you inspire and motivate your team, and what strategies did you use to improve their performance?
2. Can you provide an example of a time when you led a team to stay focused and productive while managing multiple projects or competing demands simultaneously? What were your strategies?

Please upload your Cover Letter and response to the targeted questions as one PDF document. This document should not exceed 4 pages (approximately 2,000 words).

Contact Us

For specific position enquiries, please contact Brian Mullaly, Manager, Client Support, on (02) or via email Brian.Mullaly@newcastle.edu.au

Having technical difficulties? Please reach out to us: employment@newcastle.edu.au Please note, we do not accept email applications.

Closing date: Monday 23 September, 2024 at 11.59pm AEST

We are excited to be Looking Ahead with you

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do. 

The University of Newcastle is an equal opportunity employer committed to equity, diversity, and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.  

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