Service Desk Manager

**Office of the Director of Public Prosecutions**
- Prosecution Officer (Administrative) Level 7_
- Ongoing, fulltime_
- $196,278. Package includes salary ($149,739 - $173,174 p.a.), employer's contribution to superannuation and annual leave loading._

**Leadership role**

**About us**

The Office of the Director of Public Prosecutions (ODPP) is the independent prosecuting authority responsible for the prosecution of all serious indictable offences committed against the laws of New South Wales.

Our vision is to be a dynamic prosecution service recognised for our excellence and leadership. We act with integrity, by behaving ethically and professionally.

We are committed to a diverse and inclusive workplace by providing ongoing support and opportunities for all staff.

**The Role**

As Service Desk Manager, you will lead the delivery of high-quality technology support services across the ODPP. Acting as the senior escalation point for complex incidents, service disruptions, and change requests, you’ll ensure timely resolution and drive continuous service improvement.

In addition to overseeing the frontline support function, you will manage the development and upkeep of technical learning materials and documentation, fostering a culture of knowledge sharing and self-service. A key focus of this role is building and maintaining strong relationships with managers and stakeholders across the organisation to align technology support with business needs and enhance user satisfaction.

**Key accountabilities**:

- Lead and manage Service Desk team and operations to deliver high-quality, customer-focused technology support, ensuring timely resolution of incidents, service requests, and change requests in alignment with service level agreements.
- Function as the senior escalation point for complex or high-impact technology incidents, coordinating swift resolution and maintaining clear, timely communication with all relevant stakeholders.
- Lead, coach, and develop the Service Desk team to enhance technical capabilities, promote continuous improvement, and drive high-performance service delivery.
- Oversee the creation, upkeep, and distribution of technical documentation and learning resources to support staff knowledge, streamline onboarding, and promote self-service capabilities.
- Build and maintain strong relationships with managers and stakeholders across the ODPP, and monitor Service Desk performance metrics, trends, and implement improvements for efficiency, effectiveness, and user satisfaction.
- Coordinate change and release activities by collaborating with IM&T teams to plan and implement technology updates, ensuring mínimal disruption to business operations and compliance with change management protocols.
- Ensure governance, compliance, and best practice by adhering to relevant government policies, standards, and frameworks (e.g. ITIL), and contribute to audit and risk management processes as required.

**About you**
- Significant experience developing, delivering, managing, maintaining and promoting client focused support services, including staff and contractor supervision.
- Excellent stakeholder management, facilitation, negotiation and conflict resolution skills.
- Experience in the development and maintenance of user and technical documentation, standards, procedures, change controls and change management plans.
- Qualification or equivalent experience demonstrating strong understanding of the technology industry and ability to assess and advise on standard end user equipment trends and opportunities.
- Proven leadership and communication skills, with the ability to convey technical information to non-technical stakeholders.

**Why choose the ODPP**

As the prosecuting authority of NSW, the ODPP offers unique career opportunities.

You will:

- Be based in our brand-new office at Parkline Place, next door to Gadigal Metro station on Pitt Street in the heart of Sydney.
- Enjoy flexible work practices, 35-hour work week, access to flex leave, and hybrid ways of working (minimum 3 days in the office).
- Undertake challenging work that makes a difference to the community.
- Have excellent working conditions with a strong focus on staff wellbeing, health and safety (including access to 24/7 EAP services, a wellbeing check program, access to special fitness passport rates, and workplace adjustments).
- Have access to training and development opportunities.
- Have the opportunity to join five affinity groups including First Nations, Disability and Neurodiversity, People of Diverse Genders and Sexualities, Women, and Cultural and Linguistic Diversity. These groups foster inclusion by providing a network for social connection, support, advocacy, and a platform to share experiences and stories.

**Interviews**

The interview process will include capability-based assessments which may require your time and presence on more than one day.

**How to Apply**

Please read the **Role Description** and address the