Classification: Senior Officer Grade B
Salary: $149,172 - $167,151 plus superannuation
Position No: 14249
Directorate: Digital Canberra
Advertised (Gazettal date): 29 July 2026
Contact Officer: Lee Dyer on [email protected] or (02) 6207 7435
Details: Do you thrive in a fast-paced operational environment? Are you passionate about delivering outstanding customer experiences? Can you lead high-performing teams through change while keeping customers at the centre of everything you do? Do you enjoy solving complex problems, driving innovation and finding better ways to deliver services? If so, we have the opportunity for you.
Who are we?
Digital Canberra leads the ACT Government's technology, digital, data and cyber security services. We enable and support digital government services that are secure, accessible and customer-focused, helping to improve outcomes for Canberra and the ACT community.
Within Digital Canberra, the Customer Engagement Services Branch provides frontline ICT support services to ACT Government directorates and agencies. Through the ICT Service Desk, onsite support teams and service management functions, we help government employees access the technology and support they need to deliver services to the community. We are committed to continually improving the customer experience through modern service management practices, automation and the adoption of emerging technologies.
Who are you?
You are an experienced and engaging leader who can inspire teams, build capability and create a culture focused on delivering exceptional customer outcomes. You understand the importance of balancing operational excellence with strategic thinking and enjoy working across both.
As Director, ICT Service Desk, you will lead one of the ACT Government's largest customer-facing ICT support functions. You will be responsible for driving service performance, enhancing the customer experience and identifying opportunities to improve processes, systems and ways of working. You will work closely with leaders, stakeholders and technical teams across government to ensure services remain responsive, effective and aligned to customer needs.
You are someone who:
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Leads with purpose and develops high-performing teams that deliver results.
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Is passionate about customer service and creating positive customer experiences.
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Uses data, insights and customer feedback to inform decisions and drive improvements.
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Builds strong relationships and collaborates effectively with stakeholders at all levels.
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Champions innovation, automation and the use of emerging technologies to improve services.
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Can confidently manage competing priorities and lead through change in a dynamic environment.
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Enjoys solving problems, challenging the status quo and delivering meaningful outcomes for customers and staff.
We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.
Eligibility/Other Requirements:
What we're looking for:
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An experienced and inspiring leader who can build, develop and support high-performing teams in a fast-paced operational environment.
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A customer-focused professional who is passionate about delivering exceptional service experiences and continuously improving the way services are delivered.
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A strategic thinker who can balance day-to-day operational leadership with long-term service improvement and transformation initiatives.
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A collaborative leader who can build strong relationships, influence outcomes and work effectively with stakeholders across government.
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An innovative problem solver who embraces emerging technologies, automation and modern service management practices to improve customer outcomes.
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A resilient and adaptable professional who can confidently lead through change, manage competing priorities and respond effectively to operational challenges.
Eligibility:
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Australian citizenship is required.
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The successful applicant must hold, or be able to obtain and maintain, an Australian Government Security Vetting Agency (AGSVA) Baseline Security Clearance.
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A current Class C Driver Licence is essential.
Notes: This is a temporary position available from 17 August 2026 until 07 January 2027. Selection may be based on application and referee reports only.
This position is available to ACT Government officers and employees only.
How to Apply: Please submit:
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A current curriculum vitae (a maximum of five-pages), including the details of two referees.
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A written response (a maximum of two-pages) outlining how your skills, experience and leadership approach align with the requirements of the role in response to the ‘What You Require’ section in the attached Position Description.
Applications should demonstrate your experience leading customer-focused service delivery teams, driving service improvement and innovation, building high-performing teams, and developing effective stakeholder relationships.
Applications should be submitted .
Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.
Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.
The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal.
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This is a temporary position available from 17 August 2026 until 07 January 2027. This position is available to ACT Government officers and employees only.
