Service Desk Manager, It Service Operations And Management

Agency Purpose

The Australian Electoral Commission (AEC) is an independent statutory authority established by the Australian Government to maintain an impartial and independent electoral system for eligible voters through active electoral roll management, efficient delivery of polling services, and targeted education and public awareness programs.

The AEC’s values and commitments

The AEC values and commitments are an essential component of our operating environment and frame how AEC staff work. The AEC's focus is on electoral integrity through the values of quality, agility and professionalism.

The Team

The AEC IT Service Operations and Management section of the Chief Technology Officer Branch consists of the AEC Service Desk and Service Management teams and focusses on providing high quality services and operations to support the AEC.

The AEC Service Desk Team within the AEC Service Operations section supports the AEC through providing a range of services and support to staff.

The Opportunity

The Service Desk Manager supports the Assistant Director of the section and its team members in the day-to-day operation of the AEC Service Desk and providing services and support for ICT and core business Operations and processes within the IT Service Operations and Management section of the Chief Technology Officer Branch.

The role is responsible for undertaking work that is moderately complex to complex and/or service in nature, under limited direction, utilising technical expertise and knowledge within the area of ICT and operational support, including participating in section planning for short term tasks and contributing to strategic planning for longer term initiatives. 

You will oversee the daily performance of computer systems, ensuring all service expectations are being met and investigate and develop solutions when problems arise. You will develop and execute a training program for Service desk/Support staff, also plan and manage the use of resources to deliver ongoing effective and efficient Service Desk support to the AEC. 

To excel you’ll have:

• Knowledge and experience in the development, implementation, evaluation and Management of the provision of ICT helpdesk/support services to clients.
• Knowledge and experience in successfully setting priorities and delivering quality results on time and on budget.
• Proven ability to communicate effectively whilst anticipating stakeholder needs and expectations across a geographically dispersed network. 
• Proven analytical abilities with experience in proposing and facilitating change and contributing to business improvement strategies.    
• Proven ability to articulate/utilise data to create high level reporting for senior leadership and/or senior executive.
• Demonstrated personal integrity whilst achieving results within legislative and policy parameters.
• Proven ServiceNow or similar enterprise ticketing system experience including effectively managing team workloads through the system.
• Demonstrated ability to manage staff while developing capabilities, encouraging career development and promoting professionalism.    

Desirable

• A relevant AQF associate degree, Advanced Diploma or Diploma qualification. Three years of relevant experience and/or relevant vendor certification may substitute for the formal qualification.
• The ability to quickly gain an understanding of Australian electoral law and practice.

Eligibility

• AEC employees must be Australian citizens.
• Any person who is, and seen to be active in political affairs, and intends to publicly carry on this activity, may compromise the strict neutrality of the AEC and cannot be considered.
• Applicants are required to consent to, undergo, obtain and maintain a character clearance.
• Applicants are required to consent to, undergo, obtain and maintain the security clearance required for this role.