Key Responsibilities & Operational Scope

The core responsibilities and primary duties for this position within Australian Digital Health Agency include:

• This is an excellent opportunity for an experienced ICT support professional who enjoys leading people, improving services and delivering outstanding customer outcomes in a fast-paced environment.
• •  Lead and develop a high-performing Service Delivery team, providing coaching, guidance and operational oversight.
• •  Manage incidents, service requests, escalations and workloads to ensure timely and customer-focused support outcomes.
• •  Oversee onboarding, offboarding, identity and access management, asset management and end-user technology services.
• •  Monitor service performance, customer feedback and operational metrics, providing reporting and identifying opportunities for improvement.
• •  Build strong stakeholder relationships and drive continuous improvement initiatives that enhance service quality and user experience.
• •  Demonstrated experience leading an ICT service delivery or operational support team, including allocating work, coaching staff, managing performance and building a positive, accountable and customer-focused culture.
• •  Strong knowledge of IT service management practices and experience managing incidents, requests, escalations, service performance, ticket lifecycles, quality assurance and continuous improvement in a complex environment.
• •  Demonstrated technical capability across enterprise end-user computing and support services, with experience using service management, identity and access, endpoint management, collaboration, knowledge management and asset management tools.
• •  Highly developed analytical, organisational and problem-solving skills, with the ability to work under limited direction, make sound decisions, manage competing priorities and coordinate the resolution of complex or sensitive issues.

Mandatory Eligibility & Security Clearance

Applicants must satisfy the following statutory and organizational requirements:

• Citizenship: Under section 22(8) of the Public Service Act 1999, candidates must generally be Australian citizens to be eligible for engagement.
• Security Clearance: The successful candidate must be able to obtain and maintain an Australian Government Security Vetting Agency (AGSVA) security clearance (Baseline, Negative Vetting 1, or Negative Vetting 2 as required by the agency).
• Probationary Period: Employment may be subject to a probationary period, character checks, and pre-engagement screening.
• RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability. This initiative/program is only applicable where the successful applicant will be employed under the Public Service Act 1999. Similar conditions may apply when employed under other Acts. For clarification please contact the advertising agency.

Working Arrangements & Public Sector Benefits

Work Model: On Site. Details: Onsite.

Australian Public Service positions provide comprehensive Commonwealth benefits including a standard 15.4% employer superannuation contribution, attractive leave provisions, and structured career progression pathways across the Australian Public Service.