Lead the delivery of responsive, high-quality ICT support services across TasPorts, overseeing Service Desk operations, driving continuous improvement, and ensuring a seamless technology experience for employees statewide while leading and developing a high-performing support team.
Who we are
TasPorts is a state-owned company responsible for ten Tasmanian ports and the Devonport Airport. We are a vertically integrated organisation providing a diverse range of port and marine operations and services around Tasmania. Our vision is to proudly connect people, products and solutions for the benefit of all Tasmanians.
With 99% of the State's freight moving through our multi-port system, TasPorts facilitates vital trade to enable industry partners and communities while ensuring the highest environmental and safety standards.
We are proud to be recognised as a WORK180 Endorsed Employer for All Women.
TasPorts | WORK180 Endorsed Employer
The Role
As the Service Delivery Lead, you will lead TasPorts’ IT Service Desk function, ensuring the delivery of reliable, customer-focused ICT support services across the business. This hands-on leadership role is responsible for driving service excellence, managing a high-performing team, overseeing end-user technology and IT service management processes, and fostering continuous improvement to enhance the experience of TasPorts employees statewide.
This is a permanent, full-time position based in Hobart.
Key Duties include:
-
Manage the end-to-end service delivery in technical issues and escalations, overseeing major upgrades, and conducting trend analysis across in accordance with established objectives;
-
Lead, coach and develop the Service Desk team, building capability and creating a strong culture of accountability and continuous improvement, while diagnosing complex problems, interchanging end user equipment and, where necessary, liaising with third-party providers and vendors to rectify faults;
-
Manage and maintain TasPorts ICT asset including laptops, desktops and mobile devices, and Configuration Management Database (CMDB) in accordance with IT service management and the ICT asset management framework;
-
Work with ICT technical leaders and third-party vendors to determine resourcing, budget and requirements needed to maintain TasPorts IT service delivery systems in a secure, reliable, and available status, including managing technical debt for all endpoints and the end-of-service-life replacement roadmaps;
-
Provide TasPorts staff with a high level of technical and administrative support, facilitate education of staff in the use of ICT solutions, and regularly publish knowledge articles on the intranet;
-
Develop, administer and maintain the service desk application, including self-service capabilities, knowledge base, service catalogues, HR employee lifecycle processes and end user device forecasting, technical documentation, IT administrative records, service reporting, dashboards, accountability, governance, automation, self-service and shift-left opportunities across TasPorts;
-
Act as a senior escalation point for complex End User Computing (EUC) and Level 3 support issues, applying Microsoft-focused technical capability to investigate, diagnose, collect relevant information and troubleshoot effectively before escalation to Level 2 Infrastructure & IT Security teams, while managing vendor relationships and expanding service coverage, including future on-call support capabilities;
What you can bring to the team:
-
Proven leadership experience within a IT Service Delivery Service Desk, End User Computing (EUC), or IT Operations environment, with strong practical ITIL and IT Service Management (ITSM) experience, ITIL certification or a clear service management or service delivery career focus, demonstrated people leadership, coaching and performance management capability, strong stakeholder engagement and customer focus, and the confidence to challenge ineffective processes and implement better ways of working.
-
Demonstrated ability to improve service delivery service maturity and operational performance through hands-on administration or configuration of an ITSM platform, ideally Manage Engine Service Desk Plus Cloud or similar platforms such as ServiceNow, Jira, including configuring workflows, queues, SLAs, dashboards, reporting, automation and service processes; using service metrics and reporting to drive continuous improvement.
-
Demonstrated relevant experience in administrating and supporting Microsoft server or desktop fleet technologies, including Windows Autopilot for device imaging and Microsoft Intune for mobile device management and application deployments.
-
Managing Major Incident, Problem, Change and escalations; and applying solid technical knowledge across Microsoft 365, Active Directory / Entra ID, endpoint support and modern workplace technologies. Strong practical ITIL and ITSM experience, in alignment with ITIL practices and agreed SLAs.
Qualifications/Licences:
Essential
-
Possess a relevant tertiary qualification within the Information Communication & Technology field and/or relevant experience.
-
Certification and/or understanding of Service Management principles (ITIL Foundation).
-
Ability to attain and maintain an Maritime Security Identification Card (MSIC).
-
Current unrestricted Tasmanian drivers’ licence.
Desirable
-
Professional industry certification such as Microsoft MCP, ITIL V4 or 5 Foundation or Managing Professional.
-
Microsoft 365, Active Directory, Manage Engine Service Desk Plus Cloud, Virtual server and desktop computing Environments.
Why work for us?
Join TasPorts and be part of an organisation that keeps Tasmania connected. We offer professional development opportunities, a supportive team culture, flexible work options where appropriate, 15 weeks paid parental leave, free parking at many TasPorts locations, wellbeing initiatives, and the opportunity to make a real impact through meaningful work that supports Tasmania's future.
Where to next?
TasPorts offers a supportive and flexible work environment, professional development opportunities and a range of attractive employee benefits.
We are committed to building an inclusive, diverse workplace where the individual differences of our employees are considered value-adding. We encourage applications from suitably qualified persons, including Indigenous Australians, people of all ages and people with a disability.
All applications are to include the following:
Cover Letter
-
Current CV
For more information about TasPorts, please visit our website: www.tasports.com.au, or to learn more about this career opportunity, please contact our Recruitment team via email: recruitment@tasports.com.au
Applications will close at 12 noon on ....; however, we may close this advertisement earlier should a suitable candidate be appointed before this date.
