Who are we:

Our department’s primary objective is the delivery of homes and housing options for South Australians. In response to the national housing crisis, we are committed to accelerating the build of a diverse range of housing options. We strive to find solutions to the urgent demand for housing security.

Our mission focuses on coordinating various portfolios related to housing, housing infrastructure, urban development, and planning. By ensuring sound decisions and efficient management, we strive to create sustainable, well-planned communities offering safe and affordable housing options.

Join us in our endeavour to address one of the most pressing challenges of our time and make a tangible difference in the lives of our community.

The Role: (Term Backfill)

The Service Desk Team Lead leads the PlanSA Service Desk in providing first-level technical support for the ePlanning system, assisting members of the public and planning industry users to navigate and use the integrated planning and development platform.

The role reports the PlanSA Operations Lead and oversees daily team operations, prepares service desk performance statistics, acts as an escalation point for enquiries and technical support issues, and coordinates user management activities, including audits, onboarding and training. The Service Desk Team Lead models excellent customer service and applies a sound understanding of the ePlanning system to support effective service delivery.

About You:

To be successful in this position, you must be able to demonstrate experience across the following key capabilities:

- Proficient in Microsoft Outlook Word and Excel.
- Demonstrated flexibility, adaptability and versatility of approach in dealing with changing work requirements, new information and procedures.
- Demonstrated ability to work under limited direction,



manage time and priorities, including planning, organising, coordinating and progressing concurrent priorities and projects to meet objectives.
- Demonstrated ability to communicate clearly, concisely and effectively both verbally and in writing with stakeholders at all levels including successfully consulting, liaising and influencing a range of stakeholders, and negotiating and managing conflict with tact and diplomacy.
- Experience in developing and maintaining standard operating procedures for customer service operations.
- Experience in service desk performance reporting.
- Ability to exercise a positive level of problem-solving skills in an uncertain and changing environment.
- Can proactively assess’ processes and work on continuous improvement.
- Strong attention to detail and effective record keeping skills.
- Experience providing leadership to a customer service team, preferable technical support tea
- amiliar with South Australia’s ePlanning systems

Special Conditions: Successful applicants will be required to obtain a satisfactory Department of Human Services Criminal History Check or National Police Check prior to employment.

Remuneration:

ASO5 – $92,122 min - $102,456 max plus superannuation.

Enquiries:

For all confidential enquiries, please contact John Armstrong, Team Leader - Technical Support at [email protected]

Application Instructions:

All applications must be submitted online.

If you are interested in this opportunity, please submit a covering letter (no more than 2 pages), outlining your skills and experience in relation to the key capabilities outlined in the role statement, a current CV and the contact information of three referees including your current line manager.

All applicants must complete a ‘Pre-Employment Declaration in the SA Public Sector’ form.

📌 Service Desk Team Lead (Adelaide)
🏢 Department for Housing and Urban Development
📍 Adelaide