Our client is a federal government client. Due to a busy period, they are seeking a Senior IT Service Lead, Service Desk Analyst to join their team based in the Melbourne CBD.

• 8-month +6-month extension contract
• Australian Citizenship needed
• Hybrid work arrangement - 3-4 days in the office, 1-2 WFH.

The role:

As the IT Service Lead, you will be a key IT resource responsible for management and support of ICT systems, business solutions, and processes. Additionally, you will be accountable for leading the IT Service Management function and implementation of new ICT initiatives. With your in-depth knowledge of Microsoft cloud, server, application products, and ITIL framework, you will proactively ensure efficient and effective management of the IT environment.
As the IT Service Lead, you will be responsible for delivery of relevant ICT services and will provide sound stakeholder management and change management support to all relevant internal and external stakeholders on a variety of ICT matters. You will exercise both initiative and sound judgement to resolve complex and/or sensitive matters, provide brief on any critical risks proactively as well as provide solutions and recommendations on the appropriate course of action.

Key Duties:

• Effectively engage with IT team, business stakeholders, vendors and end users to resolve issues, to support project deliverable, and improvement opportunities.
• Delivering superior, customer-focused IT support for systems, business applications, and infrastructure to stakeholders and addressing concerns or complaints quickly and professionally.
• Diagnosing and resolving issues with cloud services and infrastructure, providing technical support to users, including troubleshooting and resolving complex client or systems issues. Escalate issues they need attention.
• Collaborate with IT support, security and Data teams, and stakeholders to align platform capabilities with business requirements and strategic goals.
• Manage Intune solutions including endpoint management, device enrolment, policy configuration, and application deployment.
• Develop and implement backup and recovery strategies to safeguard against data loss and ensure business continuity.
• Collaborate with suppliers, service providers, and government agencies to ensure products and services meet service level standards.
• Manage new system releases and deployments, provide infrastructure support, and conduct security patch management within service level agreements.
• Maintain accurate documentation of system configurations, procedures, and troubleshooting guides to facilitate knowledge sharing and training.
• Assist in configuring, monitoring, and maintaining cloud services, addressing security, performance, troubleshooting, and disaster recovery (as required).
• ITIL Service operations functions including support for running CAB Primary point of escalation for desktop and end user compute services.

Essential Criteria:

• Demonstrated experience working in a front-line support role for an IT service area, dealing directly with end users and a range of stakeholders, performing root cause analysis, and providing user support and training as necessary utilising ITSM principles.
• Strong background in cloud and server administration and maintenance experience within the Microsoft stack of corporate products.
• Demonstrated competence to appropriately consider and manage activities relating to project management, policy, and change management. This includes experience in system implementation life cycle, managing new initiatives, and providing support for key projects.
• Strong interpersonal and leadership skills, including the ability to build and sustain influential and productive relationships with a variety of stakeholders across the agency.
• Proven problem solving and critical thinking skills, and the ability to coordinate with required stakeholders to identify and resolve issues and deliver expected outcomes.

APPLY now: Shortlisted candidates will need a one-page pitch to address all criteria specified (this is equal to 5000 characters in BuyICT). For more information, please email [email protected]