Are you ready to take on a pivotal role in shaping the future of IT services within a prestigious Federal Government cultural agency? Ignite is recruiting a dynamic and experienced ITIL Service Delivery Lead to ensure the day-to-day operations of client services and the operation of the IT service desk. The role is a senior role within the service desk team and supports the Level 1 service desk team members.
In this senior role of IT Service Delivery Team Lead, you’ll support Level 1 team members and take charge of escalated support tickets (Level 2 and 3). You will also drive key projects related to end-user computing, mobile devices, support systems, and more. Collaboration with internal experts and external service providers will be a core part of your success in.
About the Client:
One of Australia’s leading visual arts institutions is based in Canberra and plays a vital role in the country's cultural landscape. Its purpose is to collect, preserve, promote, and share a national collection of art. The institution's vision is to serve as an international reference point for art in Australia, inspiring people to explore, experience, and learn. Its core values include Boldness, Integrity, Respect, and Excellence.
Key Responsibilities:
* Contribute to the development and implementation of a Service Catalogue and ITIL processes
* Manage IT Service Delivery functions, with limited direction and escalation as required
* Manage and improve processes and templates within the IT ticketing system
* Change management, issues and problem management and resolution
* Participate in the IT Service Desk on-call roster and perform on-call duties (5 days per week and on-call roster for weekends and public holidays)
* Provide high-level advice to a range of internal and external stakeholders on IT issues
* Manage relationships with stakeholders to achieve work area and objectives
* Prepare and maintain procedural or technical manuals, guidelines and knowledge articles
* Manage projects of a technical and specialised nature
Ideal Candidate:
* Previous experience in an Assistant IT Service Manager or IT Service Delivery Team Lead or ITIL Service Delivery Lead or a similar role.
* Previous experience in ITIL Processes and Service Catalogue development.
* Strong understanding of IT Service Management, including processes for issue and problem management.
* Highly developed skills in IT support services, with demonstrated experience in technical support, service support, workflow, and delivery.
* Proven capacity to deliver ICT services and projects.
* Excellent technical and organisational skills
* Have a high level of achievement and analytical skills.
* Ability to respond flexibly to changing demands.
* Ability to manage multiple work priorities and project management.
* Strong ability to communicate effectively with staff.
* Strong ability to manage workloads to meet organisational deadlines and priorities in a high-pressure, busy client service environment.
Application Process:
If you are ready to take on this exciting challenge and make a significant impact on IT services within a Federal Government cultural agency, we want to hear from you! Apply now or call Lorena on 02 6113 1800 for a confidential discussion.
Applications Close on 5th November
About Ignite:
At Ignite, we pride ourselves on being a leading recruitment agency in Australia, providing temporary, contract, and permanent recruitment services at all levels of seniority for businesses in both the public and private sectors. Our expertise spans various industries, including IT and Digital, Government, Business support, Engineering and Information Management recruitment. Plus, we provide sought-after On-demand IT services and Technology Services.
We have an enviable track record of being a top 10 recruitment supplier to the federal government and have built strong client relationships over the past four decades. Our extensive talent database, with over 870,000 candidate records, combined with our national resource centre, means we deliver effective and efficient recruitment services. Ignite is dedicated to delivering exceptional recruitment, across Australia’s public and private sectors
Ignite has genuinely earned our reputation as a leading recruitment agency in Australia.
As our name suggests, we’re the spark that sets your bottom line alight by matching outstanding talent to your needs and culture.