ICT Service Desk Manager

Australian Department of Parliamentary Services; Canberra; On-site; AUD 110,000 - 140,000; Full time

Job summary

Australian Department of Parliamentary Services, Canberra, is recruiting for a PSL 6 ICT Service Desk Manager within the Digital Customer Services Branch. The role leads a team of 8‑10 analysts, overseeing operations to maximise service delivery and user satisfaction.

The successful candidate will apply ITIL practices, manage incidents and changes, and mentor staff while maintaining knowledge base documentation and SOPs.

Qualifications

• Experience leading a high performing ICT service desk in a large organisation.
• Strong ITIL knowledge and incident/change management experience.
• Proven recruitment, management and mentoring skills.

Responsibilities

• Lead a team of 8–10 Service Desk Analysts delivering ICT support.
• Ensure service quality, queue management and client satisfaction.

Skills

Service Desk management

Team leadership

ITIL

Staff mentoring

Education

Bachelor's degree in ICT

Tools

Ticketing system

Knowledge base

Monitoring tools

Job description

Australian Department of Parliamentary Services – Canberra ACT

The Department of Parliamentary Services (DPS) is recruiting for a PSL 6 ICT Service Desk Manager within Digital Customer Services Branch.

The Digital Customer Services Branch provides key operational support services for the parliament and electorate offices across the country, and the parliamentary departments.

The ICT Service Desk serves as a contact point for all ICT issues and requests in Parliament House and electorate offices and provides ICT support services to parliamentarians and staff, and the parliamentary departments. The ICT Service Desk Manager leads a team of 8-10 Service Desk Analysts and is responsible for managing the operations of the ICT Service Desk, with a focus on service delivery and client satisfaction. The role is actively involved in the day-to-day activities of the team, with direct accountability for service desk performance.

Who we are looking for

The Service Desk Manager will have an excellent understanding of the operation and management of a high performing ICT Service Desk, excellent communication skills, and staff recruitment, management and mentoring skills and experience.

The Service Desk Manager is responsible for: ensuring staff have the tools and knowledge to deliver support services; shift rostering; queue management; liaising with clients and other support staff; providing technical and procedural advice to team members, and producing documentation to support these activities. The Service Desk Manager will also work closely with the Incident Manager and Change Manager and may assist managing these processes when required.

The successful applicant will have experience in providing and managing ICT support services, knowledge of best practice ITIL based processes including incident and change management, and the ability to lead and mentor team of ICT service desk staff to provide a high level of customer service and support. Experience in managing staff including performance management is also essential. They will also have experience in, or the ability to write, maintain knowledge base documentation and Standard Operating Procedures.

This role may occasionally require work outside standard business hours.

Job Specific Requirements

• The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.