ICT Service Desk Manager

The Department of Parliamentary Services; Canberra; On-site; AUD 101,000 - 114,000; Full time

Benefits offered by this job

Flexible work arrangements

Opportunities to learn and develop new

Competitive remuneration package

Free secure underground parking

Free gym membership

On-site childcare and related services

Job summary

The Department of Parliamentary Services in Canberra invites applications for an ICT Service Desk Manager (PSL 6) within the Digital Customer Services Branch. You will lead a team of 8-10 analysts, oversee day-to-day ICT service desk operations, and drive service delivery and client satisfaction.

The role requires ITIL knowledge, staff development, incident and change management familiarity, and the ability to manage escalations.

Qualifications

• Experience leading an ICT service desk in a large/complex environment.
• Strong communication and stakeholder engagement skills.
• Staff recruitment, management and mentoring experience.
• Knowledge of ITIL-based incident and change management.
• Ability to develop and maintain SOPs and knowledge bases.
• Willingness to work outside standard hours when required.

Responsibilities

• Lead and manage the ICT Service Desk, delivering high-quality service to Parliament House and electorate offices.
• Supervise, develop and mentor Service Desk staff to improve performance.
• Provide technical and procedural guidance, escalation pathways and best practices.
• Develop and maintain SOPs and the ICT Knowledge Base aligned with ITIL practices.
• Monitor queues/workflows, prioritise incidents, and meet SLAs and targets.
• Coordinate major incidents, problem and change management activities as required.
• Undertake other tasks to ensure efficient ICT service delivery.

Job description

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Company: Department of Parliamentary Services

Job Title:ICT Service Desk Manager

Employment Type:Ongoing

Closing Date: 11:30pm AEDT, 31 August 2026

The Opportunity

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.

Duty Statement

Classification: Parliamentary Service Level 6
Branch: Digital Customer Services Branch
Section: ICT Service Operations
Immediate supervisor: Assistant Director, ICT Service Delivery

Under limited/general direction undertake duties in accordance with the agreed standards for PSL6 classification. The duties will include, but are not limited to, the following:

1. Lead and manage the ICT Service Desk, delivering first-level support to clients across Parliament House, electorate offices, and associated locations, ensuring a high standard of customer service and operational performance.

2. Supervise, develop and mentor Service Desk staff, including service quality, service delivery performance, and identifying training and capability uplift opportunities to build a high performing team.

3. Provide expert technical and procedural guidance to team members, ensuring consistent application of support practices, escalation pathways, and service standards.

4. Develop, maintain, and continuously improve Standard Operating Procedures (SOPs) and the ICT Knowledge Base, ensuring accuracy, usability, and alignment with ITIL service management practices.

5. Monitor and manage Service Desk queues and workflows, ensuring incidents and service requests are prioritised, progressed, and resolved in line with agreed Service Level Agreements (SLAs) and operational targets.

6. Manage complex, sensitive, and high-priority incidents and service requests, providing leadership during escalations and ensuring timely resolution and stakeholder communication.

7. Contribute to and support Incident, Problem, and Change Management processes, including major incident coordination, root cause analysis, and implementing service improvements.

Undertake other tasks as necessary to ensure the efficient and delivery of ICT services and support provided by DPS.

Selection Criteria

1. Demonstrated ability to lead and manage an ICT Service Desk team, including allocating work, performance management and mentoring staff, and fostering a positive culture of high-quality customer service.

2. Proven experience in ICT service delivery and support operations, with strong knowledge of service desk functions, incident management, request fulfilment, and escalation processes in a complex environment.

3. Demonstrated knowledge of IT service management frameworks and practices, including experience applying ITIL principles, service level management, knowledge management, and continuous service improvement.

4. Strong ability to manage priorities and achieve results, including monitoring workloads, meeting service level agreements, resolving complex or high-priority issues, and improving operational efficiency.

5. Highly developed communication and stakeholder engagement skills, with the ability to provide clear technical and procedural advice, build productive working relationships, and communicate effectively with clients and internal teams.

6. Demonstrated experience in developing and maintaining operational documentation, including standard operating procedures, knowledge base articles, and support processes.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

Our purpose and values

We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from ourservice offerings anddecision making to our interactions with stakeholders and each other.

Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose:to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protectour iconic workplace.

Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.

What we can offer

Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:

• access to flexible work arrangements
• ongoing opportunities to learn and develop new capabilities
• a competitive remuneration package
• free secure underground parking
• free gym membership and access to recreational facilities
• on-site childcare, banking services, post office, value-for-money dining options and more.

Currently, the salary range for this position is $101,168 - $113,706 per annum.

Conditions of Employment

Employment opportunities at the department are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:

• Australian citizenship:Section 22 of the Parliamentary Service Act 1999 requires that employees of the Parliamentary Service are generally required to be Australian citizens. However, if you are not an Australian citizen you may be considered for engagement on the condition that you are able to gain Australian Citizenship within a specified time. Failure to obtain citizenship within the timeframe could lead to termination of employment.
• Loss and resumption of Australian citizenship:Under historical provisions of the Australian Citizenship Act 1948 (section 17), some Australian citizens automatically lost their citizenship if they voluntarily acquired the citizenship of another country between 26 January 1949 and 3 April 2002. This loss occurred by operation of law and may not have been known to the individual at the time. Although these provisions were repealed in 2002 to allow dual citizenship, the repeal did not restore citizenship that was previously lost. Individuals who believe they may be affected are recommended to seek advice about resuming their Australian citizenship. Further information is available on the Department of Home Affairs website .
  • Applicants who progress to the offer stage with our department who have been affected by the loss of citizenship as outlined above will be required to demonstrate within a reasonable time that they have resumed, or are actively undertaking the process to resume, Australian citizenship.
• Security clearance and character clearance:the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
• Health assessment:a pre-employment health assessment will be required where there are physical or medical requirements for the role.
• External Work Approval:Employees must seek approval for any paid employment outside the department and declare voluntary activities that could impact their role.

Department of Parliamentary Services acknowledge the traditional owners and custodians of country throughout Australia and acknowledge their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the elders past, present and emerging.