Assistant Director, ESS Service Desk - Department of Parliamentary Services (DPS) - ICTCareer

First listed on: 27 May 2022

Assistant Director, ESS Service Desk

Are you interested in an important IT role ensuring the safety and security of building occupants for the Australian Parliament?   

The Department of Parliamentary Services (DPS) is recruiting for an Assistant Director, ESS Service Desk within Digital Customer Services Branch at the PEL1 level.   

The Electronic Security System (ESS) Operations section is located in the Digital Customer Services Branch, Information Services Division (ISD). As part of the division's responsibility to manage ICT infrastructure and delivery support services to registered users in Australian Parliament House (APH), Federal Electorate Offices (EOs) and Commonwealth Parliament Offices (CPOs). It also has a critical role in managing and maintaining a comprehensive set of ESS equipment and assets, capabilities and controls that enable the security function at APH.    

The ESS Operations Service Desk provides onsite support from 6:00am to 10:00pm Monday to Friday and 07:00am - 07:00pm weekends and public holidays during Parliamentary sitting periods, and 7:00am to 7:00pm Monday to Friday and 08:00am - 04:30pm weekends and public holidays during non-sitting periods.

The ESS Service Desk provide first level support and maintenance for electronic security equipment and assets (such as CCTV and Electronic Access Control Systems) at Parliament House. The Assistant Director plays a critical role in coordinating and overseeing operational activities of the Service Desk and Service Delivery team, ensuring service level agreements are maintained.

The successful candidate will have a proven track record in leading frontline support teams and managing resources to consistently achieve quality outcomes in a customer facing role. They will mentor and provide technical guidance to the team, and work collaboratively with colleagues to ensure that all support requests & incidents are handled in an efficient and cost-effective manner while meeting agreed service levels.

As a member of the ESS Operations leadership team you will drive a high-performance culture, engage and motivate staff, and ensure the team is set up for success. The role requires a leader with effective stakeholder management and communication skills and a track record of delivering quality support outcomes in a dynamic environment.

Who we are looking for

Applicants should have well-developed communication (both written and oral) and time management skills in order to liaise with internal and external stakeholders, contractors and supervisors to ensure that all work is undertaken in a professional and timely manner. Applicants will also have a high level of technical expertise and experience diagnosing and resolving complex technology problems as well as a strong attention to detail and place a professional emphasis on the importance of accuracy and completeness.

An attractive salary, will be negotiated with the successful candidate. The salary package also includes free parking and gym membership. 

Applications must be submitted by 11:30pm AEST, Tuesday 14 June 2022