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This page outlines the vacancy and the key skills and responsibilities for the role.

IT Service Delivery Team Leader


Reference: 4880737

  • Key role in a progressive independent school
  • Supportive and professional environment
  • Convenient western suburbs location

Committed to achieving the best possible outcomes for their students, Westbourne Grammar's staff are members of a highly skilled, dedicated and well-resourced team.

A leading independent, coeducational school in the heart of Melbourne's fast-growing west, Westbourne's innovative learning culture is underpinned by a strong tradition of academic excellence and student achievement. Working at Westbourne means you will be welcomed into a supportive community where you will be part of a thriving culture of professional growth and advancement.

The Opportunity

We are seeking applications from IT professionals who support the school's vision and values and who want a fulfilling role in a twenty-first century learning environment.

Reporting to the Head of ICT & Projects, you will be responsible for high quality IT support and service delivery across the organisation. Providing a point of contact for all incidents, service and change requests for continuous improvement, you will support 1800 students, 450 teachers and 2500 devices.

Managing the business relationship between the school and the ICT customer service function, your overarching aim will be to ensure technology in all learning environments across the school maximises learning outcomes. You will be pivotal in assisting service delivery team with ongoing support for IT, AV and Print-room services.

This is a dynamic role with access to the latest technology that provides continuous on the job learning and development.

About you

Your experience in actively managing and maintaining a Service Desk System for logging, monitoring and resolving ICT issues will set you in good stead. You will be warm, approachable and ready for a role in a friendly team, where the culture is solutions focussed.

You will lead the service delivery team to ensure the effectiveness and support of classroom information technology. You will have experience in delivering Tier I (phone) and Tier II (physical) support to users and taking an active role in continuously improving service desk procedures.

Apart from your strong technical skill-set, you will be consultative in your approach, results-orientated, and enjoy working in a client/customer driven environment where continuous improvement and innovation is encouraged.

To be successful you will bring:

  • Proven experience leading a service desk team
  • A relevant degree
  • Evidence of continuous professional development in an IT role
  • ITIL certifications (v3 Foundation or higher) are highly desirable
  • Excellent reporting skills including trend analysis for support tickets
  • L2-L3 support skills with IT hardware, software, communications, AV and print services
  • Proven experience supporting Microsoft platform and products including Office365 cloud suite

Whilst experience in a school or higher education environment will be of benefit, we welcome applicants from all sectors who share our vision.

What we offer

The school is easy to get to being only a 20-minute drive from the City and 40 minutes from Geelong. All staff are allocated a designated parking space on the campus at Truganina and you will enjoy access to an onsite creche, discounts on school fees and 5 weeks leave.

The ICT Team is a strong advocate for the values that define Westbourne Grammar School. We believe that at the core of our team's culture are the School's values that bring out the best in our people. These define who we are, what we do and the way we serve our teachers and students.

The strength of our team comes from supporting each other. Although members of our team have varying areas of expertise and roles, we share one vision, one goal and one purpose - to provide the highest quality IT services and expertise to support our school.

If you share our philosophy and want to be part of a great community, apply now.

Applications Close: 24 Oct 2019