IT Service Desk Manager

at  Department of Employment and Workplace Relations

SKILLS AND CAPABILITIES

Interpretation note: Mandatory means that you WILL NOT be considered for the role if you do not have applicable skills and experience. Desirable means that experience will be viewed favourably. You are encouraged to apply if you have relevant experience for this role.

As an IT Service Desk Manager, you will manage a specialist application Service Desk providing Incident Management and Request Management for the department’s enterprise software applications. You will manage staff, processes, escalations, reporting, and maintain service quality in alignment with ITIL best practices. You will be expected to work under general guidance, and you will be expected to mentor and coach junior staff.
Your team will work alongside Level 2 Incident Management, Problem Management, and Change Managements teams to analyse, categorise, and record the details of issues before providing solutions.
The software applications supported by this role are large-scale specialised software systems used by departmental staff and businesses to help unemployed people find employment and apprenticeships. This role does not support desktop computers and typical office desktop applications.
The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).