IT Support and Service Management Leaders, Aps

**Job no**: 513740

**Employment type**: Ongoing

**Location**: Canberra

**Categories**: Info/Comm Tech (ICT), APS Level 6, Executive Level 1

**About the department**:
The department plays a key role in the Australian Government’s agenda to create jobs and build a stronger, more resilient, and competitive economy. Our work builds on Australia’s existing strengths, supports businesses to grow, and drives new opportunities for long-term productivity growth and prosperity. The success of the department helps Australia recover from the economic consequences of COVID‑19 and adapt to its ongoing effects. Through our work, we support the government’s economic recovery plan and help to deliver a better future for all Australians.

**About the Area**:
The Chief Information Officer Division (CIO Division) is an exciting, fast-paced division that drives the digital agenda for the Department of Industry, Science and Resources. Leading the delivery of the department’s digital offerings, the CIO Division partners with business areas and stakeholders to:

- Realise the digital policy objectives of the Department
- Define the Departments digital landscape
- Drive the innovation and transformation of its IT services

The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department, ensuring all staff in the department have access to stable and secure technology. The branch has several opportunities available at the EL1 (Assistant Manager) and APS6 (Team Leader) classification.

These positions are available in the following sections of the ICT Operations Branch:

- The Desktop and ICT Executive Support team are seeking two Assistant Managers and a Team Leader. These teams provide level 2 support for ICT issues and requests which are unable to be resolved at level 1. The ICT Executive Support team provides high level customer service and technical specialist support on a variety of technology and services the department’s SES and Ministerial staff. The ICT Service Management team is responsible for various Service Management functions across the Chief Information Officer Division, including Major Incident, Problem, Continuity, Change and Transition Management. Our work seeks to ensure a coordinated and risk managed approach which maximises ICT environment availability, ensures due diligence and enables technical delivery. The team is a cross functional team which is responsible for managing ICT Service Management policy, process and operational activities. We are seeking an EL1 Assistant Manager and an APS6 to lead and provide support across a range of ITSM functions.**What’s in it for you?**

These roles will give you the opportunity to:

- Work within highly effective and dynamic teams which are engaged, positive and provide a supportive work environment
- Gain insights into the department’s service management practices and exposure to activities across the ICT environment
- Experience supporting the department’s systems and infrastructure
- Deliver critical support functions
- Access to genuine development opportunities
- Exposure to divisions across the department
- Stakeholder engagement opportunities with senior Executive and Minister Offices
- Support users with workstations, laptops, mobile devices, software, peripheral hardware, system administration, video conferencing and networking.

**APS6 Team Leader**
- Demonstrates experience in providing ICT support
- Is highly motivated, organised, has time management skills and strong attention to detail
- Demonstrates sound judgement and problem solving abilities
- Has an ability to work independently as well as part of a team
- Has a strong ability and willingness to adapt to change and deal with competing deadlines
- Has excellent communication, interpersonal and customer service skills
- Provides clear and constructive feedback
- Builds and sustains positive working relationships
- Sets priorities for the work area, identifies risks, maintains team cohesion, and ensures quality of outputs for the work area
- Contributes to work area improvements

**EL1 Assistant Manager - Desktop and ICT Executive Support**
- Demonstrated experience leading cohesive and high performing teams
- Provides positive leadership and management, and supports staff in their professional development
- Has strong communication and decision-making skills, and sound judgement
- Works through digital business challenges and needs, and focusses on delivering value
- Ensures service delivery is continuously improved and innovated
- Thinks strategically and assists in balancing competing priorities
- Is a champion of change, developing and adapting to new ways of working
- Works collaboratively with other areas within the department and across government to deliver outcomes and share knowledge
- Works collaboratively with leaders across the division to deliver the Group’s vision and strategy
- Builds productive working relation