IT Problem Management Team Leader

at  Department of Employment and Workplace Relations

SKILLS AND CAPABILITIES

Interpretation note: Mandatory means that you WILL NOT be considered for the role if you do not have applicable skills and experience. Desirable means that experience will be viewed favourably. You are encouraged to apply if you have relevant experience for this role.

As an IT Problem Management Team Leader, you will play a pivotal role in working with incident management staff and resolver groups to identify service delivery problems relating to the department’s enterprise software applications. You will work alongside a specialist Help Desk, Level 1-3 Incident Management teams, Resolver Groups, and other ITSM staff within the department to minimise downtime and maintaining service quality in alignment with ITIL best practices.
You will lead a team delivering IT Service Management (ITSM). Your role as a Problem Management Support Team Leader is to provide technology expertise and to establish and manage service management processes to restore system services effectively and efficiently. You will work closely with staff performing other ITSM processes including Service Desk, Incident Management, Major Incident Management, Request Management, and Problem Management.
You will work on highly complex issues. You will manage the performance and outcomes of your team. You will work under broad direction, and you will develop, mentor, and coach junior staff. You will advise the Director on matters relating to Problem Management.
The software applications supported by this role are large-scale specialised software systems used by departmental staff and businesses to help unemployed people find employment and apprenticeships. This role does not support desktop computers and typical office desktop applications.
The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).