IT Service Centre Manager

2 weeks ago

Canberra, Australia Australian Secret Intelligent Service Full time

2023 Technologist Campaign

IT Service Centre Manager

Executive Level 1

**Salary**: $127,562 - $149,038 (Plus Superannuation)

ASIS is Australia’s overseas secret intelligence collection agency. Its mission is to protect and

promote Australia’s vital interests through the provision of intelligence services as directed by the

Australian Government. Its work can involve collecting intelligence relating to national security,

international relations and economic issues. It also contributes to Australia’s coordinated national

efforts against terrorism, proliferation of weapons of mass destruction, and trans-national issues

such as people smuggling.

ASIS employs people in a wide range of technology roles, including the fields of of IT (Service

Centre, Software Developer, Software Engineer, Network Engineer, Systems/Cloud Engineer), Data

Engineering, Data Science, Graphic and Web Design, and Program/Project Management. These

roles require dynamic team players who enjoy working with a diverse range of stakeholders and

delivery teams as well as individually on a range of ICT projects. ASIS is looking for technologists

who will be able to deliver outcomes and meet tight deadlines in demanding environments to

coordination and administration skills, strong verbal and written communication skills, strong

stakeholder engagement and influencing skills. Relevant tertiary qualifications and demonstrable

experience will be highly regarded.

ASIS values workplace diversity and is committed to providing a supportive, inclusive and

People, women, people with disabilities, people that identify as LGBTIQ+ and people from culturally

and linguistically diverse backgrounds.

This position is based in Canberra.

Role: IT Service Centre Manager (EL1)

We are seeking enthusiastic people with a background in technical support roles to manage

ASIS’s IT Service Centre. In this role you will manage and support a team of service centre staff

to:
Deliver a positive customer experience

of incidents and support requests

Identify trends and implement strategies / solutions to mitigate the impact

Ensure standard procedures including self-help are documented and accessible

Ensure standard business requests are prioritised and actioned

As the Manager you will play a critical role as the face of the service centre and IT Branch; you

will engage closely with customers on non-standard requests, longer term requests, negotiate IT

efforts with corporate teams such as property, escalate service tickets, and other short-term and

long-term IT Service related activities.

Core Skills / Education, qualification and experience requirements

A blend of the following skills and experiences will be highly regarded:
Demonstrated customer service experience

Experience at managing staff

Excellent written communication skills for documenting issues and processes

Experience in desktop support, incident or problem management

Knowledge of or certification in IT Service Management (eg ITIL)

Ability to prioritise work

Ability to manage conflicting priorities

A positive approach when finding solutions for complex issues

Ability to work independently

Ability to follow documented processes

SELECTION CRITERIA

Shapes Strategic Thinking
- Relevant capabilities and behaviours:

- Inspires a sense of purpose and direction;
- Focuses strategically;
- Harnesses information and opportunities; and
- Shows judgment, intelligence and common sense.

Achieves Results
- Relevant capabilities and behaviours:

- Builds organisational capability and responsiveness;
- Marshals professional expertise;
- Steers and implements change and deals with uncertainty; and
- Ensures closure and delivers on intended results.

Cultivates Productive Working Relationships
- Relevant capabilities and behaviours:

- Nurtures internal and external relationships;
- Facilitates co-operation and partnerships;
- Values individual differences and diversity; and
- Guides, mentors and develops people.

Exemplifies personal drive and integrity
- Relevant capabilities and behaviours:

- Demonstrates public service professionalism and probity;
- Engages with risk and shows personal courage;
- Commits to action;
- Displays resilience; and
- Demonstrates self-awareness and a commitment to personal development.

Communicates with Influence
- Relevant capabilities and behaviours:

- Communicates clearly;
- Listens, understands and adapts to audience; and
- Negotiates persuasively.

Applicant Instructions:
HOW TO APPLY:
experience for the roles on offer, along with a comprehensive resume detailing their work

history.

Applications Close: Tuesday 11 April 2023

What Happens Next?

as doing so may harm your suitability for employment with us.

You may be contacted via SMS regarding the next stage of the process.

of 12 months.

.

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