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El 1 - Assistant Director - Ict Service Desk
3 weeks ago
$106,074 - $119,651 (plus Super)
- Canberra - ACT
**The Role**
The Assistant Director - ICT Service Desk leads a team of Australian Public Servants (APS), contracted resources and our ICT Service Desk industry partner to deliver customer focused ICT Service Desk support to Defence. The successful applicant will be accountable for managing a team to provide governance over the ICT Service Desk. This includes monitoring service levels, preparing invoice payments, attending forums and travelling interstate to the various call centre sites when required.
Specific duties may include:
- Working with Defence industry partners to deliver a contemporary ICT Service Desk to Defence customers;
- Interacting effectively with various CIOG and Defence business areas at all levels to deliver customer centric outcomes;
- Analysing intelligence received from the ICT Service Desk to enhance digital self-help capabilities;
- Governing performance and contractual outcomes.
**About our Team**
The ICT Service Centre (ICTSC) is accountable for and guided by customer insights to inform CIOG service management’s digital experience. The ICTSC is the lead authority for customer centric design of the existing digital channels and tools for the Defence community to easily find and fulfil their ICT needs.
Our digital tools, videos, Chat Bots and more are supported by our ICT Service Desk that runs 24/7 for both the Defence Protected Environment (DPE) and the Defence Secret Environment (DSE).
- Being a motivated self-starter who can work autonomously, prioritising and making decisions;
- Strong communication skills focussing on establishing productive working relationships, stakeholder engagement and written skills;
- Strong leadership with the ability to lead disbursed teams across different time zones;
- Strategic thinking capability with the ability to deliver effective outcomes based on the future needs of Defence;
- An appetite for creating positive change in a fast paced ICT environment.
