Classification: Parliamentary Service Level 6
Branch: Digital Customer Services Branch
Section: ICT Service Operations
Immediate supervisor: Assistant Director, ICT Service Delivery
Under limited/general direction undertake duties in accordance with the agreed standards for PSL6 classification. The duties will include, but are not limited to, the following:
1. Lead and manage the ICT Service Desk, delivering first-level support to clients across Parliament House, electorate offices, and associated locations, ensuring a high standard of customer service and operational performance.
2. Supervise, develop and mentor Service Desk staff, including service quality, service delivery performance, and identifying training and capability uplift opportunities to build a high performing team.
3. Provide expert technical and procedural guidance to team members, ensuring consistent application of support practices, escalation pathways, and service standards.
4. Develop, maintain, and continuously improve Standard Operating Procedures (SOPs) and the ICT Knowledge Base, ensuring accuracy, usability, and alignment with ITIL service management practices.
5. Monitor and manage Service Desk queues and workflows, ensuring incidents and service requests are prioritised, progressed, and resolved in line with agreed Service Level Agreements (SLAs) and operational targets.
6. Manage complex, sensitive, and high-priority incidents and service requests, providing leadership during escalations and ensuring timely resolution and stakeholder communication.
7. Contribute to and support Incident, Problem, and Change Management processes, including major incident coordination, root cause analysis, and implementing service improvements.
Undertake other tasks as necessary to ensure the efficient and delivery of ICT services and support provided by DPS.
Selection Criteria
1. Demonstrated ability to lead and manage an ICT Service Desk team, including allocating work, performance management and mentoring staff, and fostering a positive culture of high-quality customer service.
2. Proven experience in ICT service delivery and support operations, with strong knowledge of service desk functions, incident management, request fulfilment, and escalation processes in a complex environment.
3. Demonstrated knowledge of IT service management frameworks and practices, including experience applying ITIL principles, service level management, knowledge management, and continuous service improvement.
4. Strong ability to manage priorities and achieve results, including monitoring workloads, meeting service level agreements, resolving complex or high-priority issues, and improving operational efficiency.
5. Highly developed communication and stakeholder engagement skills, with the ability to provide clear technical and procedural advice, build productive working relationships, and communicate effectively with clients and internal teams.
6. Demonstrated experience in developing and maintaining operational documentation, including standard operating procedures, knowledge base articles, and support processes.
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.
