About Us

People with passion, connected by hope for a more compassionate, just and inclusive society is our story – what’s yours? 

Everyone has a story. And here at Wesley Mission Queensland, we feel privileged to stand alongside the families, children, couples and seniors that we support each year. We’re an innovative and responsive not-for-profit community service provider, helping people across Queensland build stronger and more inclusive communities since 1907.

Your role as a Team Leader – IT Service Delivery

The Team Leader – IT Service Delivery role is a technical hands-on role directly leading the Service Desk and Field Team, responsible for the day-to-day management of incidents and service requests as part of the broader Business Solutions Group (BSG) Team.

The role is also responsible for providing administration support to the team where required as well as proactively identifying resolutions to trends or themes impacting the team. A high level of communication is required as the Team Leader will be accountable for timely and effective communication with stakeholders at an executive level.

As an escalation point for the Service Desk and Field team, the Team Leader may be required to be contacted for incidents outside of standard work hours where they arise.

Key Role Accountabilities

Ensure delivery of support services is in accordance with IT Service Management best practices (ITIL).

Ensure all relevant processes and standards are documented, maintained, and followed by the service desk team (including phone support, and ticket management – incidents, problems, service requests, new user requests, asset management, etc)

Collaborate with business and BSG stakeholders for continuous improvement opportunities that reduce reported incidences.

Act as an escalation point for service desk staff and customers with the aim of resolving calls at first point of call with limited level 2 call escalations.

Ensure the accuracy of the IT asset inventory, including stock control, throughout the organisation to ensure records are accurate and up to date as per internal procedures.

Provide onsite and remote technical support including the repair, configuration, installation, troubleshooting and evaluation including the Nurse Call hardware, desktop hardware and others as directed.

Assist with the Root Cause Analysis (RCA) following major incidents, coordinating with vendors where required.

Performance and engagement of employees is optimised through setting clear performance expectations, regular information feedback and development planning and fair and honest performance reviews.

About You

Latest version ITIL experience or Intermediate Certification or above.

Proven experience in leading and managing teams in a Service Desk or Technology environments.

Strong interpersonal, written, and oral communication skills

Thorough knowledge of the common policy and procedural requirements for the effective operation of an IT support function including:

Incident Management

Problem Management

Asset Management

IT Change Management

Desirable

Technical knowledge in Voice and Data systems.

Demonstrated experience using Confluence/HALO or relevant ITSM Tools.

Experience in an aged care, community service organisation in the NFP sector.

What you’ll need to start with WMQ

Proof of Vaccination Status as required by Legislation, Health Directives or WMQ Limited Policy throughout employment and prior to commencement.

Relevant probity checks required by legislation and WMQ Limited policy.

Current Driver’s Licence and willingness to drive in the course of work.

Why WMQ?

We value diversity, strive for inclusion, and come together to walk alongside those in need to provide hope and compassion. We are committed to working collaboratively to help you grow, support your wellbeing, and enable you to be your true self each day aligned to our mission and values. Along the journey, we will encourage you to find your story.

We offer our team members:

Support from our Employee Wellbeing Program – we are recognised as an Advanced Mental Health First Aid Skilled Workplace!

Access to salary packaging benefits that enable you to increase your take-home pay

Discounted allied health services such as nutrition, physiotherapy, occupational therapy, and remedial massage

Access to discounts on private health insurance, gym memberships and travel

WMQ's vision for reconciliation is for all people to stand unified in an equal and inclusive future. We commit to enhancing opportunities for Aboriginal & Torres Strait Islander People and celebrating diversity. As part of our commitment to Reconciliation we encourage applications from Aboriginal and Torres Strait Islander Peoples.