Assistant Director, Aec Service Desk

1 week ago

Canberra, ACT, Australia Australian Electoral Commission Full time

Agency Purpose


The Australian Electoral Commission (AEC) is an independent statutory authority established by the Australian Government to maintain an impartial and independent electoral system for eligible voters through active electoral roll management, efficient delivery of polling services, and targeted education and public awareness programs.


The AEC's values and commitments
The AEC values and commitments are an essential component of our operating environment and frame how AEC staff work. The AEC's focus is on electoral integrity through the values of quality, agility and professionalism.

The Team


The AEC Service Operations section of the Digital Technology Branch consists of the AEC Service Desk and Service Management teams and focusses on providing high quality services and operations to support the AEC.


The AEC Service Desk team within the AEC Service Operations section supports the AEC through providing a range of services and support to staff.


The Opportunity


The Assistant Director, AEC Service Desk works closely with the Director, AEC Service Operations to ensure that the service desk and associated services are operating effectively and efficiently.


This role provides leadership and support to team members, manages the day-to-day operations of the service desk and assists with the identification and implementation of new processes and procedures.

This role also acts as a liaison between the service desk and other areas within the AEC to ensure that communication is streamlined and efficient.


To excel you'll have:

  • Demonstrated experience in leading a service desk team, delivering a broad range of services; with a strong focus on service delivery, people management, supporting a culture of quality service management, and continuous improvement.
  • Proven ability to support priority services to senior executives and their support staff, and as an escalation point for more complex queries and issues/faults.
  • Experience in overseeing the development and execution of a training program for Service Desk staff, ensuring they maintain a high level of technical expertise, and have the capability and knowledge needed to provide effective services.
  • Experience in actively communicating and managing key internal and external relationships across a geographically dispersed network, including collaborating with key stakeholders to identify opportunities, achieve outcomes and facilitate cooperation, and as an escalation point for stakeholders to escalate service delivery items or issues.
  • Proven ability to analyse and identify areas for process, capability, and business improvement strategies, whilst evaluating and recommending solutions. Experience in managing their implementation including working with all relevant stakeholders to achieve a cohesive transition to service and improvement.
  • A demonstrated ability to work autonomously, with a strong commitment to working harmoniously within a team to achieve positive results and support the AEC's strategic direction.

Eligibility

  • AEC employees must be Australian citizens.
  • Any person who is, and seen to be active in political affairs, and intends to publicly carry on this activity, may compromise the strict neutrality of the AEC and cannot be considered.
  • Applicants are required to consent to, undergo, obtain and maintain a character clearance.
  • Applicants are required to consent to, undergo, obtain and maintain the security clearance required for this role.
  • Applicants maybe required to undertake psychometric testing as part of this recruitment process.

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