ICT Service Desk Team Leader. ICT Services Design Manager. Kings Way, South Melbourne. DATE: March 2015 ORGANISATIONAL ENVIRONMENT

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1 POSITION: REPORTS TO: LOCATED: ICT Service Desk Team Leader ICT Services Design Manager Kings Way, South Melbourne DATE: March 2015 ORGANISATIONAL ENVIRONMENT Melbourne City Mission is a leader and innovator in the provision of services to the community. Established in 1854, Melbourne City Mission is a non-denominational organisation that provides assistance to thousands of Victorian people and communities experiencing disadvantage. As a service provider Melbourne City Mission s work is focussed on providing a hand up not a hand out, supporting people to take charge of their own lives and participate fully in community life. Melbourne City Mission s service profile includes: Children, Youth, Adult and Family; Disability; Employment, Education and Training; Homelessness; Justice; Aged Care; and Palliative Care. As a social change agent Melbourne City Mission advocates for social policy change and works across all sectors in seeking to achieve sustainable outcomes for communities experiencing disadvantage. JOB CONTEXT The position reports to the ICT Service Design Manager, who manages Network Security, and the Network infrastructure and architecture of Melbourne City Mission MCM ICT Services currently supports a large distributed server environment; a large fleet of mobile telecommunications devices (Apple, Samsung and Nokia products) and a range of desktop devices (Lenovo, Apple and HP). The network consists of WAN/LAN and VLAN setups with some sites having WiFi functionality. The network serves two distinct groups Internal staff and external clients. MCM have recently moved from a Novell to a Windows operating environment, although here is still some work required to complete this change, including removing old hardware and moving from GroupWise mail services to Outlook. The change to the mail client will be conducted within a much broader program of works which will involve moving to O365. MCM has embarked on an ambitious program of change to its ICT services. These changes are being driven by several business specific and enterprise wide initiatives. The business specific driver is an introduction of the ITIL framework for ICT operations. The enterprise wide initiatives include the Business and Technology Transformation Strategy (BATTS), developed in conjunction with MCM by Deloitte in The specific initiatives outlined in BATTS fall into broad categories, including Applications, Integration and Infrastructure. In conjunction with the introduction of an ITIL framework and BATTS initiatives, MCM s business is changing with additional sites and services coming on board, during

2 JOB PURPOSE Working closely with the ICT Manager and the Service Design Manager, the Service Desk Team Leader supports staff and the business of MCM through the delivery of client focused fit for purpose systems and processes, underpinned by Service level agreements, and a Service catalogue. All ICT services are underpinned by ITIL and confirm to the MCM Project management framework, PMBok. The Service Desk Team Leader is responsible for leading the Service Desk team consisting of 2 Service Desk Analysts. The Service Desk team is the first line of contact and support for all MCM staff (employees and contractors) in relation to all ICT Incidents and Service Requests. This is a highly customer service focused leadership role requiring medium to high technical skill in a level 1 & 2 Microsoft dominant environment. The position requires an ability to learn quickly, resource planning and allocation skills, project management skills, communication skills, good analysis skills and well rounded written and verbal skills. Importance is placed on getting the customer ICT system operational to minimise loss of productivity for the individual and the business. Ensuring the completion of support requests within designated SLA s requires diligence and competence necessary for this role. JOB OBJECTIVES Duties of this role may include but are not limited to the following: LEADERSHIP Lead and manage the MCM Service Desk Team ensuring the Service Desk team is appropriately resourced and skilled to provide first and second level customer support for all ICT Services according to SLA s, work practices and procedures Manage Service Desk roster ( Hours are Monday to Friday 8:30 5:30pm) Conduct team meetings as required and ensure team members understand standards, tools and methodologies used in the completion of their roles Identify and implement opportunities for improving Service Desk capability and services Escalate any areas of concern (skills gaps, potential problems) to senior management Understand and address impacts on Service Desk resourcing. ISSUE MANAGEMENT Provide Level 1 and 2 customer support for all IT Services Event, Incident, Problem, Change, Access and Requests management related to desktops, laptops, mobile devices, according to SLA s, work practices and procedures. Logging all incidents & Service requests. Managing all Severity 1 & 2 incidents, including post incident review of Severity 1 incidents. Ensure issue diagnosis and resolution according to SLA s, ITIL work practices and procedures. For the life of the Incident or the Request, ensure timely and accurate updates to the Customer as to the status of an Incident or Request. Ensure retention of ownership, monitor, track and manage Incidents and Requests through their lifecycle. Team logs and monitors all Incidents and Requests with clear details / instructions with any customer specific requests. Escalate information about incidents and requests to the Service Design Manager keeping the Senior ICT Management team informed of issues that need management attention. Understand and address impacts across all sites\offices. 2

3 Understand the roles and responsibilities of related MCM divisions\functions and ensure that jobs are appropriately assigned and escalated as needed. Build strong relationships within the business to maximize perception of ICT Service Desk and its capabilities. Run triage meetings where appropriate to ensure issues are receiving appropriate attention based on priority. Escalate issues and interact with vendor partners in order to work issues through to resolution Work to ITIL service frameworks. Maintain technical product knowledge on new and existing products and stay informed as to industry trends. Pursue appropriate industry certifications. Contribute to problem management and root cause analysis Send outage notifications to impacted staff (whole business) covering type of issue and expected duration where required. Also ensure that communications within the Service Desk, ICT management team and key stakeholders are timely and accurate OTHER TASKS Manage allocation of assets, including procurement & purchasing of ICT equipment and assets Vendor management of ICT Suppliers in provisioning of 1st/2nd tier ICT services Maintain and support the Service Desk tool and implement identified improvements / changes. Document and share knowledge by writing and adhering to work practices and procedures for delivery of services. Review and update any ICT documents as required. Actively participate in continuous improvement within ICT services catalogue. Ensure provision of user administration creation and deletion of accounts. Management of moves, adds and changes Ensure MCM compliance with audit requirements, as well as Privacy laws and security compliance. Project coordination for small projects project management, coordinating tasks, attending meetings, and maintaining documentation. CUSTOMER SATISFACTION Be customer service focused Actively promote the service desks services and obtain feedback regarding services provided. KEY RELATIONSHIPS Accountability Relationships ICT Service Design Manager Internal MCM staff External providers of ICT goods and services KEY SELECTION CRITERIA Qualifications / Experience Essential: 1. Tertiary qualifications in ICT or extensive experience in delivering and managing ICT Service desk duties 2. Experience in developing, implementing, documenting and monitoring delivery of Service desk duties in line with the ITIL framework, including the development of SLA s 3

4 and a Service Catalogue; Incident management; change management and request management. 3. Sound Project Management skills and experience 4. Experience in managing staff and proven experience in the use of Staff development activities, tools and processes 5. Strong written and verbal communication and negotiation skills. Proven ability to effectively communicate to technical and non-technical staff at all levels of the organisation. 6. Extensive experience with administration of Network accounts systems, Domain management, monitoring, maintenance and diagnostics of a range of desktop devices and Windows Active Directory based computers 7. Experience with and an in-depth understanding of LAN/WAN network environments, firewall traversal, logging tools, encryption systems, wireless, and Internet based information systems including cloud and social computing 8. Ability to work with a range of Business application owners, to ensure roles and responsibilities are clearly defined, understood and maintained. 9. Vendor Management experience 10. Ability to work as part of a small dedicated team of professionals 11. Possession of a current drivers licence Desirable: 1. Experience in working in the not for profit sector (NFP) 2. Outstanding analytical, observation and organisational skills 3. Excellent troubleshooting and problem solving abilities 4. An experience with working with third party vendors in the implementation of large change agendas 5. Current ITIL Foundation level certification MELBOURNE CITY MISSION CAPABILITIES All staff at MCM are expected to work in accordance with MCM s Workforce Capability Framework, which outlines the required capabilities under the following categories: Quality, safety and risk management are paramount Clients are at the centre of everything you do You help make Melbourne City Mission a great place to work You achieve results You raise the bar Communication is key Play by the rules you make no compromises when it comes to quality, safety and risk management You help clients reach their goals and get the best possible outcomes by working in partnership. You re always on the lookout for opportunities for improvement You build and maintain relationships with all your colleagues and clients. You re a team player, you actively participate in an encouraging and supportive work environment You re focused on what you need to do and you deliver You embrace a culture of learning, growth and development You re clear, know your audience and use a variety of methods to share information 4

5 TERMS AND CONDITIONS OF EMPLOYMENT Salary: Hours: Conditions: Tenure: Location: Within the salary range for Band 3 under MCM s remuneration structure 76 hours per fortnight Access to salary packaging, arrangements and flexible work/life balance arrangements. Access to pool vehicles for work related work travel Ongoing Predominately South Melbourne but site visits will be required Appointment to this position is subject to the satisfactory completion of a police check. 5