Build to Engage Support Lead

Job Description

QBuild is a commercialised business unit of the Queensland Government. It has been Queensland Government's builder for over 160 years, playing an important role in communities across the state by building and maintaining government-owned assets such as schools, social housing, police stations and correctional and health facilities. About the role The Program's key goals include transition to a modern eco-system of business solutions, laying a modern technology platform that can support more efficient, simplified and customer-centric processes. The B2E Support Lead will collaborate closely with the Portfolio Delivery Manager to establish and coordinate a transitional support team for B2E-delivered solutions. This role will monitor support queues, triage issues, and work with Technology and Digital Solutions Group (TDSG) and Product Owners to resolve user queries efficiently, embedding B2E solutions across QBuild, and preparing the support function for transition to business-as-usual (BAU). Duties and skills involved Support team setup and transition planning: Designing and establishing an effective support team structure for B2E-delivered solutions, alongside other senior team leaders, with a focus on responsiveness and end-user satisfaction. Developing and documenting end-user support processes (e.g. issue triage, escalation) and ongoing documentation updates to ensure the seamless transition of support responsibilities to BAU. Training and mentoring technical support specialists, encouraging continual professional growth. Queue management and issue resolution: Actively triaging, prioritising support queues and assigning tasks to relevant Incident Managers. Coordinating with TDSG to address system issues quickly and ensure that complex cases are escalated appropriately and resolved effectively and efficiently. Community of Practice engagement and provision of advice: Overseeing the Microsoft Teams-based Community of Practice, ensuring user inquiries related to best practices and procedural questions are addressed. Collaborating with Product Owners to provide accurate and timely responses, directing technical issues to Program delivery teams or TDSG when needed. Cross-functional collaboration: Liaising with TDSG, B2E team members, and Product Owners to ensure comprehensive, timely and customer-focused support and query resolution. Facilitating communication across support functions to ensure alignment to end-user support objectives and continuous improvement. Embedding end-user satisfaction: Proactively contributing to user satisfaction and smooth adoption of B2E solutions across QBuild by ensuring timely, high-quality support. Supporting end-users in fully embedding the new solutions, making the transition as seamless as possible. Preferred skills and experience/Additional requirements: Strong organisational and multitasking skills. Proficiency in service desk and support coordination. Collaborative approach to cross-functional problem solving. Excellent communication and facilitation abilities. Leadership skills. How do I apply? All applicants must be eligible to work in Australia. Interested candidates are encouraged to review the below attached applicant guide and role description. Once reviewed please submit the following documents to apply: Resume Cover letter (2 pages maximum) telling us why you are interested in and capable of performing the role. If you have any questions about the position or your application, please contact QBuild Careers on 07 3514 3919 or Applications will remain current for 12 months. This work is licensed under a Creative Commons Attribution 3.0 Australia License. #J-18808-Ljbffr