Regional IT Manager

at  Queensland Fire and Emergency Services

About us
The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.
The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.
The QFD is an organisation that is focused on reframing the department’s relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.
Purpose of role
Deskside Support Services is responsible for managing the delivery of coordinated technical services on location across the state, providing assistance to end-users with hardware and software related issues, including diagnosing and resolving incidents with desktop computers, laptops, printers, peripherals, operating systems, networks and applications. The team also supports the installation, configuration and maintenance of hardware and software components, managing upgrades, setting up user accounts and other technical tasks to ensure that systems continue to meet operational and organisational objectives.
Reporting to the Executive Manager, you will manage a team for day-to-day operations to troubleshoot, diagnose and resolve incidents and ensure effective and efficient levels of support for key frontline IT services. You will provide guidance, with a focus on performance, process to meet technology service functions, asset management and processes to support state or regional based operational and organisational requirements.
Key requirements

Highly desirable requirements

• Demonstrated experience in an enterprise-scale ICT services environment including the technical implementation of ICT projects.
• Experience using ITIL framework and utilising ServiceNow in a Service Delivery/Service Management context.
• Awareness and understanding of Agile practices and way of working.
• Knowledge of Prince2 project methodology.
• Minimum C Class driver’s licence (non-restricted).

Special requirements

• This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community.
• The incumbent may be required to travel and work within their area of responsibility and may also be required to undertake intrastate, interstate deployment or travel as required, with the possibility of overnight stays.

Your key accountabilities

Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

• Lead and manage a regional portfolio of IT professionals engaged in the support and preventative maintenance of information technology and drive the development of a customer and results oriented approach, ensuring the voice of the customer is represented.
• Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance service level agreements and organisational requirements.
• Monitors outputs of the regional team and utilise best practice and continuous improvement principles to enhance service delivery and contribute to corporate objectives and initiatives.
• Provide high-quality advice to senior management and clients on IT support related issues, information technology systems, services and strategic initiatives to allow for a consistent and supportable environment.
• Build and maintain positive relationships with clients through continual engagement and communication, and a proactive approach to service delivery, and continue acting as an advocate for the IT Directorate on IT operational issues impacting our customers.
• Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely and professional manner.
• Manage the budget, operations and 24x7 response technology support team and ensure it is well resourced, organised and capable of delivering services aligned to the customer catalogue.
• Lead risk management and compliance management audits and implement innovative strategies to mitigate and resolve IT related risks.

Capabilities
To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the “key accountabilities” for this role:
Leadership Competency Stream - Team Leader (leading others)

Vision

• Stimulates ideas and innovation
• Makes insightful decisions

Results

• Develops and mobilises talent
• Drives accountability and outcomes

Accountability

• Fosters healthy and inclusive workplaces
• Demonstrates sound governance

Once you join us we will want you to exemplify the QFD shared values of:

• Respect
• Integrity
• Trust
• Courage
• LoyaltyThis work is licensed under a Creative Commons Attribution 3.0 Australia License.

Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

• Lead and manage a regional portfolio of IT professionals engaged in the support and preventative maintenance of information technology and drive the development of a customer and results oriented approach, ensuring the voice of the customer is represented.
• Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance service level agreements and organisational requirements.
• Monitors outputs of the regional team and utilise best practice and continuous improvement principles to enhance service delivery and contribute to corporate objectives and initiatives.
• Provide high-quality advice to senior management and clients on IT support related issues, information technology systems, services and strategic initiatives to allow for a consistent and supportable environment.
• Build and maintain positive relationships with clients through continual engagement and communication, and a proactive approach to service delivery, and continue acting as an advocate for the IT Directorate on IT operational issues impacting our customers.
• Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely and professional manner.
• Manage the budget, operations and 24x7 response technology support team and ensure it is well resourced, organised and capable of delivering services aligned to the customer catalogue.
• Lead risk management and compliance management audits and implement innovative strategies to mitigate and resolve IT related risks

Accountability

• Fosters healthy and inclusive workplaces
• Demonstrates sound governanc