Helpdesk Supervisor

The Role

The APS 6 Helpdesk Supervisor, is responsible for providing assistance to the Defence digital healthcare system users - overseeing system incident management (engaging daily with the system's key supplier, and the Defence Protected Network operations cell), and managing a small helpdesk team.

The Supervisor is directly responsible for assisting the healthcare system users with system functionality (usage) queries, basic troubleshooting, and managing support tickets via written and verbal channels. As the Supervisor, the role includes being responsible for triaging and managing of incidents across the helpdesk team; driving outcomes for system problems, and applying user access provisions as per agreed business procedures.

While there are formal training packages to gain knowledge on using the healthcare system, your role includes ensuring the helpdesk team are adequately trained and to develop their skill levels.

A positive and flexible approach is vital in this role as the supervisor supports a diverse group of health professionals, and enables them to deliver essential healthcare across the Australian Defence Force community. Availability to work as part of a roster between 7am to 8pm AEST weekdays is required, some coverage is also required for non-national public holidays.

About our Team

Defence's primary mission is to protect Australia and its national interests, promote security and stability in the world, and support the Australian community as directed by the Government.

In that role, Joint Health Command provides health services to the Australian Defence Force (ADF) members to ensure they are fit and healthy, and can be medically identified as ready to be deployed for operations. To assist in that process, the Directorate of Health Information Systems (DHIS), Joint Health Command, ensures the Defence health system used by Defence clinicians accurately records ADF member/patient health care interactions, and provides reliable ADF personnel health preparedness information.

Broadly, DHIS provides health system availability, health business analysis, change management, workflow development and implementation, training support, and help desk services. DHIS helps enable the implementation and support of health policy and business requirements into the health ICT systems.

DHIS is a relatively small team that has a team culture of working to support each other, to ensure the Defence clinicians are able to provide the best health support to all ADF personnel.

Our Ideal Candidate

With your previous customer service experience, you will have strong communication skills, well-developed leadership/relationship and team-building skills, a strong user outcome focus, and the ability to remain positive and professional while supervising staff and supporting users.

Your experience in a health or a service support environment (perhaps an ICT helpdesk environment), will enable you to achieve complex helpdesk, incident management, and systems operation tasks while adhering to Information Technology Infrastructure Library (ITIL) standards. You will have the ability to learn and comply with procedures, policy, legislation, and regulatory frameworks applicable within a Defence health role.

You will have the availability to participate in team roster covering 7am to 8pm AEST weekdays, and the flexibility to support coverage on some non-national public holidays.

Application Closing Date: Thursday 30 October, 2025

For further information please review the job information pack, reference
DPG/08150/25
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