Service Desk Manager

The Australian Digital Health Agency (the Agency) is responsible for national digital health services and systems, with a focus on engagement, innovation and clinical quality and safety. Our focus is on putting data and technology safely to work for patients, consumers and the health care professionals who look after them.

The Service Desk Manager (EL1) at the Australian Digital Health Agency (the Agency) is accountable, under limited direction, to perform complex work.

Reporting to the Director, Operations Management within the Technology Operations Branch, the role takes responsibility for, and provides process and technical expertise in management and operations of the Service Desk.

The Service Desk Manager will play a key role in supporting the implementation of a Service Desk.

The responsibilities also include:

• Develop, manage and maintain Service Desk processes, procedures and documentation.
• Responsible for day-to-day management, resource planning and work allocation of the Service Desk to meet agreed Service Levels.
• Ensures Service Desk staff and teams are actioning and coordinating the resolution of incidents within the agreed Service Levels.
• Effectively managing, developing and training the Service Desk team.
• Analyse metrics and reports on performance of the Service Desk.
• Escalate any issues or gaps in the performance of Service Providers.

• IT Service Operations v4 (e.g. ITIL v4) certification is essential.
• Graduate Degree in Information Technology and/or Business (desirable).
• IT / Digital / Business certifications in areas relevant to the role (desirable).
• Relevant experience in IT Service Desk or Support.

Additionally, relevant training across areas listed below are desirable and will support success in the role:

• Experience in Dynatrace.
• Business and Delivery domain areas such as:

o Process Design (especially Lean and Kanban)

o Program/Project Management

o Agile Delivery (either Agile Project Management or Agile Software Development)

• Service Integration Management (SIAM)
• Technology, Quality and Risk domain areas such as:

o IT Operations

o Service Desk

o Service Delivery

o Quality Management

For all queries relating to the responsibilities of the position, please contact Sandeep Dharni at **************@digitalhealth.gov.au

The Agency is committed to a diverse and inclusive work environment. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, members of the LGBTQIA+ community, mature aged employees, and carers.

To support our diverse workforce, the Agency is pleased to offer flexible working options to our team members, which includes opportunities for an agreed amount of work performed at home and varied work hours.

Order of Merit: Applicants rated as suitable will be placed in a pool of merit that may be used to fill similar ongoing or non-ongoing positions throughout the Agency for up to 18 months.

• Ability to obtain and maintain national police check.
• Australian Citizenship is a condition of eligibility.
• Ability to obtain and maintain a NV1 security clearance with the ability to obtain and maintain a higher clearance if required by the Agency.

The position maybe filled in Brisbane, Sydney or Canberra. To apply, submit your resume and a cover letter.

Please contact the recruitment team at *******@digitalhealth.gov.au with queries relating to the application process.

Closing Date: 19th April 2024, 11:00pm

Salary: This role offers between$111,611 - $127,294 plus 15.4% superannuation depending on skills and experience.

For APS applicants, please refer to APS Jobs for details of salary ranges. These are in accordance with the Agency’s s24 Determination 2023.