Service Desk Manager

Job Req ID

Home Affairs - 139246

Location

ACT 

 Employment Type

Ongoing (Permanent), Full-time 

Classification

APS Level 6 - $94,563.00 and $107,713.00 plus 15.4% super (part time pro-rata)

Contact Officer

Pat Robson on 0400 297 349 or pat.robson@homeaffairs.gov.au  

Office Arrangements

Onsite  - Flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational requirements of the role.
 

Applications close on 27/08/2025 at 11:59pm AEST (midnight) - Late applications will not be accepted.

About our opportunity

This process is being used to fill 1 immediate position/s. 

Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool to fill similar vacancies for up to 18 months anywhere in ACT; NSW; NT; QLD; SA; TAS; VIC; WA.
 

About our team

Chief Operating Officer | Enterprise Technology Services | Technology Operations & Support | Classified Systems Delivery

The Classified Systems Delivery Section (CSD) is responsible for the delivery and support of Secret Information and Communications Technology (ICT) for use by the Department of Home Affairs and a range of external stakeholders. These include Australian Government Departments, New Zealand Government Departments, and other Commonwealth and state agencies.

CSD is a multidisciplinary team comprised of resources across ICT disciplines including server, network, compute, storage, cryptographic, deployable, and desktop solutions. The team provides the Australian Secret Network and Customs Secret Network Service Desks, platform, network and end user services as well as support for the Department's COMSEC requirements.

CSD supports a range of critical government capabilities, including counter terrorism policy, coordination and response, Australian Border Force maritime platforms, and national crisis response including the continuation of Executive Government during a national emergency or disaster.

Please visit our website for more information about the Department of Home Affairs or Australian Border Force.

Our ideal candidate

• Customer focussed for friendly and professional ICT support, service delivery and communications
• Team oriented and able to lead and work in a small Level 1 and 2 Service Desk team, and with other technical teams and management staff
• Very good Information Technology (IT) System Administration and skills and experience to support a Windows-based operating environment
• Excellent IT Service Management (ITSM) skills and experience in Service Desk operations including request fulfilment, incident and knowledge management and continuous process and service improvement
• Prepared to manage and work in an on-call roster to support ICT users.

Duties and responsibilities

• Work as an effective manager and member of a small Service Desk in an ICT operations team
• Provide ICT services and support to users in accordance with Home Affairs ITSM processes and procedures and using system administration skills and systems
• Support ASN and CSN system administration, manage and coordinate secure communications services requested by users
• Support and act on behalf of an EL1 Operations Manager as required
• Complete tasks as directed by the EL1 Operations Manager.

How to apply

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 27/08/2025 at 11:59pm (midnight) AEST  – Late applications will not be accepted.

As part of your application you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining:

• How your skills, knowledge, and experience will be relevant to this role
• Why you are interested in the role and what you can offer us
• Any specific examples or achievements that demonstrate your ability to perform the role

Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 139246 in the document footer.

Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.

Eligibility

To be eligible for the position you must be an Australian Citizen.

The successful candidate will be required to obtain and maintain a Negative Vetting Level 1 (AGSVA) security clearance, and:
 

• ABF Workers will also be required to obtain and maintain an Employment Suitability Clearance (ESC).
• Home Affairs Workers will also be required to obtain and maintain an Onboarding Check.
   

In certain circumstances, an Employment Suitability Clearance (ESC) may be required in addition to, or in lieu of, an Onboarding Check, which will be determined by the delegate as necessary.  

Diversity and inclusion

The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.

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

Technical assistance

For technical enquiries please call or email for assistance:

• Email: recruitment@homeaffairs.gov.au
• Phone: 1300 793 883 (within Australia) or +61 2 6196 0444 (outside of Australia)

Please include any applicable screen captures, a response will be provided during business hours.

Notes

The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position. The Australian Public Service (APS) Employee Value Proposition (EVP) highlights the top reasons our employees enjoy working in the APS.

The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.

Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at https://www.homeaffairs.gov.au/about-us/careers

Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.