SKILLS AND KNOWLEDGE ESSENTIAL TO THE JOB

• Previous experience in a Service Desk leadership or senior IT support role, preferably within the

education sector.

• Outstanding communication (verbal & written) and stakeholder management skills, with the ability to

build trust and influence outcomes.

• Familiarity with ITIL Frameworks and Service Management practices
• Exceptional problem-solving and analytical skills.
• A deep commitment and passion to customer service excellence.
• Excellent organisational and time management skills.
• Exceptional communication skills and effective liaison with a broad cross-section of people including

teaching, administration staff and external providers.

• Ability to work under pressure, establish priorities and set and achieve work goals.
• Education professional with demonstrated proficiency in supporting a complex ICT environment.

ESSENTIAL TECHNICAL SKILLS

• Experience with Windows, macOS, iOS device support and Microsoft 365 applications.
• Knowledge of MDM Applications such as Intune/Autopilot.
• Proven experience in ITIL, ticketing systems and customer service principles.
• Understanding of IT support in a school or tertiary education environment (e.g., devices in classrooms,
  AV, Learning Management Systems) will be advantageous.

QUALIFICATIONS

• A minimum of 5+ years of hands-on, relevant IT Support experience
• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be

highly beneficial.

• Industry-recognised certifications such as Microsoft, CompTIA A+, Network+ and/or Security+x, or

equivalent TAFE certification would be an advantage, but not essential.

OVERALL PURPOSE OF THE POSITION

The ICT Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-focused, efficient,
and effective service desk operation. Reporting to the ICT Operations Manager, the position has responsibility
of service team performance, service delivery outcomes, and the continuous improvement of service
standards.
The role is a senior and integral part of the Barker ICT Department, and the position provides opportunities to
further develop skills and experience, in areas of technology and team leadership as appropriate to the
School’s need. The position has a high degree of autonomy in managing the day-to-day activities required of
the role, and combines service excellence, team leadership, and operational oversight of all service operations
within the department.

PRIMARY DUTIES & RESPONSIBILITIES

• Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support

services

• Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service

requests in line with agreed SLAs.

• Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency.
• Act as a primary escalation point for complex technical issues affecting teaching, learning, and

administrative operations.

• Act as a subject matter expert on service desk operations, systems, and customer service practices.
• Support the integration and use of learning technologies, student information systems and digital

classroom tools.

• Ensure consistent and effective communication with end users including teaching staff, administration,

parents and students.

• Develop and maintain ICT knowledge base articles and standard operating procedures.
• Monitoring and improving service quality through performance metrics, knowledge sharing, and

proactive engagement with stakeholders.

• Collaborating with ICT Infrastructure and Applicaitons teams on broader technology initiates and

projects

• Work with external vendors to deliver seamless client outcomes and tackle challenges head-on
• Provide regular reporting on service desk performance and key metrics.
• Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer

feedback to the appropriate internal teams.

• Support the ICT Operations Manager in planning and delivering ICT Initiatives.

The list of areas and responsibilities in this position description are seen to be indicative and not exhaustive.
The Head of ICT or Head of Barker College may direct other duties, commensurate with the ICT Service Team
Lead’s training and experience, at their discretion at any time.