Assistant Director, Systems Support

**Employment Type**:Ongoing

**Classification**: Parliamentary Executive Level 1

**Closing Date**: 11:30pm AEDT, 22 May 2025

**The Opportunity**:
The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Executive Level 1, Assistant Director of Systems Support within the Digital Capability & Operations Branch.

The Department of Parliamentary Services (DPS) supports the work of the Australian Parliament and Australian Parliament House and is responsible for a wide range of services and facilities. DPS has over 1,000 employees, working across a diverse range of areas which includes corporate services, security and building maintenance, reporting and broadcasting, library services, catering, visitor and art services and ICT services.

The Information Services Division (ISD) provides information and communications technology, Hansard and broadcasting services to the Parliament. ICT services are provided to Parliament House, Electorate Offices across Australia, and Commonwealth Parliament Offices.

The Digital Capability & Operations Branch is at the forefront of driving technological innovation and operational excellence within the Department. Our team is dedicated to enhancing digital capabilities, ensuring robust IT operations, and delivering high-quality support services. The Application Operations Section plays a crucial role in maintaining and improving the performance of our IT systems, ensuring seamless service delivery and operational efficiency.

About the Role:
As the Assistant Director, Systems Support, you will lead and manage a technical team responsible for enhancing capabilities, fostering innovation, and implementing strategies for skills and knowledge development. Your key duties will include:

- Overseeing the Incident Management process to ensure effective prioritisation and prompt resolution of incidents.
- Conducting root cause analysis for complex issues and developing solutions to prevent recurrence.
- Managing support contracts and system upgrades, maintenance, and performance monitoring.

This role offers a unique opportunity to lead a dynamic team in a critical area of IT operations, driving continuous improvement and innovation. You will play a pivotal role in shaping the future of our digital capabilities and ensuring the resilience and efficiency of our IT systems.

**Who we are looking for**:

- Proven leadership and team management skills, with the ability to coach and mentor a technical team.
- Strong problem-solving abilities, particularly in diagnosing and resolving complex IT issues.
- Excellent client support and relationship management skills.
- Exceptional planning and organisational skills, with the ability to manage multiple demands and adapt to changing technologies.

Qualifications, Knowledge, and Experience:

- Demonstrated experience in Level 2 and Level 3 IT support.
- Expertise in queue management and incident resolution.
- Strong written and verbal communication skills.
- Proven experience in effective contract management.

**Job Specific Requirements**:

- The successful applicant will be required to obtain and maintain a Baseline Vetting (Protected/Restricted) security clearance.

**Duty Statement**:
**Classification**:Parliamentary Executive Level 1

**Branch**:Digital Capability & Operations Branch

**Section**:Applications Operations

**Immediate supervisor**:Director, Applications Operations

Under limited/general direction undertake duties in accordance with the agreed standards for a PEL1 classification. The duties will include, but are not limited to, the following:
1. Lead and manage a technical team to enhance capabilities, foster innovation, set priorities, and implement strategies for skills and knowledge development.

2. Oversee the Incident Management process across the APH environments to ensure incidents are effectively prioritised, addressed promptly, procedures are followed, and risks are minimised.

3. Conduct root cause analysis for complex issues, develop effective solutions to prevent recurring issues, and address systemic problems.

4. Manage a range of support contracts for the Application Operations section.

5. Manage system upgrades, maintenance, monitoring of IT systems performance and drive continuous improvement.
- Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice._

**How to apply**:
Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department.

Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role.

**Our purpose and values**:
We proudly provide innovative