Step into a leadership role with the QPS IT Support Directorate as the Principal Team Leader (Knowledge & Operational Support) in our ICT Service Centre.

In this influential position, you'll lead a dedicated team to optimize knowledge and operational support processes, ensuring that essential IT services are efficient, data-driven, and aligned with best practices.

This role is ideal for a proactive leader with a background in knowledge management, enterprise service management, or ICT support within a dynamic, multi-agency environment

Job details

If you are passionate about fostering a high-performance culture and enhancing service quality,

We invite you to apply and make an impact with us!

Your Key Accountabilities

The Core Capability Requirements for this role are:

• Lead the ICT Service Centre Knowledge & Operational Support Team in the management of knowledge, information, data and quality to support the delivery of IT services across the organisation
• Improving business efficiency by reducing the need to rediscover knowledge and ensuring that staff have the right information at the right time to deliver and support the services required by the business.
• Influence the development and the quality of decision making and processing by ensuring that accurate and reliable information is available throughout the Service Lifecycle, as well as providing access to relevant and accurate knowledge required to support the delivery of IT services. 
• Maintaining a Service Knowledge Management System (SKMS) and an Enterprise Service Management System (ESMS) that provides controlled access to knowledge, information and data that supports the Service Management practice. 
• Ensure all ICT Knowledge Articles are created, managed and maintained. 
• Develop and implement strategies for continual improvements in operational effectiveness through the analysis of existing work practices, procedures and systems, incorporating data-based decision making and ITIL practices.

Role Requirements

Technical/ Operational/ Educational Experience:

Demonstrated experience and competency in a range of technical disciplines as specified below would be considered an advantage for this position. 

Highly Desirable:

• ITIL 4 Foundations 
• Knowledge Management
• Enterprise Service Management

Desirable:

• Experience in; developing culture within teams, data driven decision making, and performance management
• Experience with managing an ICT Service Centre support team within a 24 x 7 critical business environment comprising multiple agencies.

SFIA Skills:

The following technical criteria reflect relevant professional skills and competencies from the Skills Framework for the Information Age (SFIA) Framework relevant to this role:

Level: 5
Skill Code(s)
ITMG: Technology Service Management
INCA: Content Authoring

Further information can be found on the SFIA site by searching for the ‘skill' code (e.g. ITMG) and then referring to the skills listed under the applicable ‘level' e.g. level 5.

Applications to remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 605373 24 role profile (Word, 4.80MB)
  
  
  Applicant Guide non-Police (Word, 226KB)