Lead – ITAM & Local Apps
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Job Description:
- Lead the IT Asset Management (ITAM) and Local Applications team, managing activities to ensure high-quality support and customer service for end-users at UWA.
- Identify opportunities for process improvements, ensuring efficient delivery of IT services and support.
- Full-time appointment on a permanent basis.
- Base salary range (Level 9): $ 129,497 – $ 137,029 p.a. plus 17% superannuation.
About the area
UWA is making significant investments in the Information and Technology Services to enable its strategic direction and goals. UWA is also looking to utilise technology advancements to expand its services and create new and innovative teaching and research models.
About the opportunity
You will be responsible for managing the activities of the ITAM System analysts and senior IT Analysts, ensuring incoming incidents and requests are completed in a timely manner to ensure high quality support and customer service for our End-Users. You will also be responsible for establishing and monitoring IT service level agreements of incidents and requests ensuring customer satisfaction.
You will work closely with the IT Service Delivery Managers, Strategy & Architecture Team, Solutions Delivery Team, SDC Heads and key business stakeholders to define business needs and requirements in line with IT strategy, enterprise architecture design and roadmap.
You will perform queue management activities to ensure timely ticket resolution/fulfilment, manage customer expectations, resolve escalations and contribute in identifying opportunities for process improvements.
About you
- Relevant tertiary qualification or demonstrated equivalent competency
- Substantial and extensive experience in leading an IT Support team in large and complex environments, analysing and projecting load, workforce planning and peak load management
- Demonstrated leadership capability to manage a team and deliver strategic and operational advice support to leaders
- Demonstrated ability to communicate with significant influence, establish impactful stakeholder relationships and build engagement
- Excellent organisational and project management skills with demonstrated ability to negotiate competing priorities whilst always remaining fully customer focused
Note: Occasional after-hours work and travel for field service may be required.
Full details of the position's responsibilities and the selection criteria are outlined in the position description: Position Description - Lead, ITAM & Local Apps (517825).pdf
To learn more about this opportunity, please contact Alan Crofts at [email protected]
How to apply
Please apply online via the Apply Now button, the content of your Resume and Cover Letter should demonstrate how you meet the selection criteria.
You may submit a statement describing any personal circumstances relevant to your application. This can include academic/professional interruptions or achievements relative to opportunity.
This position is only open to applicants with relevant rights to work in Australia.
Closing date: 11:55 PM AWST on Sunday, 14 July 2024
Benefits
- Work from home, part-time, and job-sharing options considered.
- 4 weeks annual leave with the option to purchase more. 12.5 days paid personal/carer’s leave with eligible staff receiving 13 weeks long service leave after seven years.
- 26 weeks paid parental leave after one year and 36 weeks after five years continuous service, regardless of gender.
- Salary packaging options and 17% superannuation, with the option to reduce to the minimum super guarantee.
- 25% off UWA full fee courses, discounted health insurance, and convenient on-campus childcare options.
- Incremental progression based on 12 months continuous service.
About The University
The University of Western Australia (UWA) is ranked among the top 100 universities in the world and a member of the prestigious Australian Group of Eight research intensive universities. With a strong research track record, vibrant campus and working environments, supported by the freedom to innovate and inspire, there is no better time to join Western Australia’s top university.
Our commitment to inclusion and diversity
UWA is committed to a diverse workforce and an equitable and inclusive workplace. We celebrate difference and believe diversity is fundamental to achieving our goals as a globally recognised Top 100 educational and research institution. We are committed to creating a safe work environment for Aboriginal and Torres Strait Islander people, women, people from culturally and linguistically diverse backgrounds, the LGBTIQA+ community and people living with disability.
- We have an ongoing partnership with Pride in Diversity and were recently awarded a Bronze Employer status for LGBTIQA+ inclusion.
- We have Athena SWAN Bronze accreditation and actively work to improve gender equity.
Should you have any queries relating to your application, please contact the individual named in the advertisement. Alternatively, contact the Talent team at [email protected] with details of your query. To enable a quick response, please include the 6-digit job reference number and a member of the team will respond to your enquiry.