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.

The key duties of the position include:

Please click the "apply now" button to go to the DPS Careers Webpage where you can find more information about the position and relevant duty statement.

Eligibility

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

Notes

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.

Getting to know the Department of Parliamentary Services

The Department of Parliamentary Services (DPS) supports Australia’s Parliament and parliamentarians through cutting-edge, unified and client focused services. DPS is proud to be the custodian for Australian Parliament House (APH) as the working symbol of Australian democracy and as a significant destination for our citizens and international visitors alike. It is a place where more than 3,500 people work on sitting days and which nearly one million people visit each year.

📌 ICT Service Desk Manager (Canberra)
🏢 Department of Parliamentary Services
📍 Canberra