Assistant Manager

Canberra
- Applications close 4 March

**About the Department**:
The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

- Growing innovative & competitive businesses, industries and regions
- Investing in science and technology
- Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people’s lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia’s future.

Please see the APSC’s APS Employee Value Proposition for more information on the benefits and value of employment within the APS.
**About the team**:
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 Department’s 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 Corporate and Digital Support Team is a cross skilled unit that sits within ICT Operations and provide general frontline support. They are responsible for delivering high level customer service for level one corporate and technical support to departmental staff and external clients.

**The opportunity**:
EL1 Assistant Managers are responsible for leading and managing the team, in collaboration with the Manager to deliver level one corporate and technical support across a variety of technology and services.

Corporate and Digital Assistant Managers will:

- Lead a team of high performing Level 1 support analysts, ensuring timely and effective support is provided to end-users within the department, client and portfolio agencies.
- Engage across the Division to develop working relationships with project and deployment teams to ensure support models are planned and implemented prior to Transition to Service.
- Develop and provide user insights and statistical analysis to relevant teams to inform incident management and problem resolution.
- Drive continual process improvement across the services and team processes, leveraging feedback from stakeholders and users, and analysing data to inform and prioritise best placed improvements.
- Assist, coordinate and drive ad hoc initiatives and projects, such as assisting in the implementation of a new contact centre system.
- Engage in regular agile Divisional planning as an enabling area to ensure a strategic view of future projects, planning for training and service demand and to provide support as required.
- Proven experience in, or the ability to quickly gain an understanding of, Service Desk Management, Service Delivery, or management.
- Leadership and management experience including experience in developing and managing staff and building teams to deliver high quality outputs.
- Excellent written and oral communication skills.
- Strategic perspective, an eye for detail and ability to drive work.
- Excellent organisation, coordination, and stakeholder management skills.
- A flexible and adaptable approach and comfortable in working in a changing environment.

**What you will do**:
As the Assistant Manager - Corporate & Digital Support you will:

- Lead and manage a team that may be geographically dispersed, including establishing expectations, scheduling, assuring work and managing improvement initiatives.
- Develop, establish, and maintain strong relationships with key stakeholders, including senior management, business partners, and other internal and external stakeholders, collaborating regularly to ensure alignment with business process changes and agency objectives.
- Shape, influence, and negotiate service delivery with other members of multi-disciplinary project team, particularly ensuring support models are ready for transition into service.
- Work with other teams across the department to continuously develop and review shared templates and processes to achieve continuous improvement.
- Support the team by providing service, process and technical advice, and handling any escalations.
- Produce high quality documentation and reporting.
- Guide, support, mentor, and train team members, providing technical and non-technical expertise and guidance, ensuring t