Service Desk Manager
2 weeks ago
An exciting opportunity exists to join the Corporate Services Division in the Information Technology Unit for a 11-month fix term position until 31/05/2027
- Salary: $97,955- $111,142 (Plus Superannuation of 12%)
- Fixed Term till 31/05/2027
- Usual hours of work: Full time, FTE 1.0
- Usual work location: Melbourne CBD
Role purpose
The VCAA is seeking a Service Desk Team Lead (Technology Advisor) to join their IT Branch within the Corporate Services Division.
The purpose of this role is to provide expert technical knowledge, and directly manage a technical support team of up to 6 permanent and agency staff across multiple sites. The team is responsible for the support of desktop and mobile computing environment and peripheral devices such as printers, smartphones, audio/video conferencing equipment, and other contemporary technologies.
The incumbent will be the initial escalation point for any technical issues that cannot be resolved by team members, and will manage the incident queue via the existing incident management tool.
Responsibilities include planning, coordinating and monitoring Service Desk first and second level technical support functions and resources to ensure the effective operation of VCAA's technology infrastructure, including hardware and software assets, in line with business goals and requirements.
The role develops, implements and assesses Service Desk policies and plans to ensure the ongoing provision of high quality, customer focused and responsive Service Desk support operations.
Additionally, the Service Desk Manager provides regular reports and recommendations for service improvement, and monitors Service Desk service delivery and customer feedback.
Attributes
- You are driven, enthusiastic and set high standards in your work performance.
- ; You are a collaborative team player with a "can do" attitude.
- ; You have solid spoken and written communication skills in writing emails, letters and reports.
- ; You are a strong problem solver; you identify and provide workable solutions.
How to apply
Applicants are encouraged to include a Curriculum Vitae and a Cover letter addressing the key selection criteria provided in the position description.
Further Information
For more details regarding this position please see attached position description for the capabilities to address in application.
The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page
Applicants requiring adjustments can contact the nominated contact person.
Information about the Department of Education's operations and employment conditions can be located at
For further information pertaining to the role, please contact Mark Trewin or
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.
Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.
Applications close 11:59pm on 26/11/2025
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