Assistant Director, ESS Service Desk

Assistant Director, ESS Service Desk

Department Of Parliamentary Services | canberra, ACT, AU

Posted 6 days ago

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Career Opportunities: Assistant Director, ESS Service Desk (30842)
Requisition ID 30842 - Posted 13/11/2022 - Digital Customer Services Branch - ESS Support Services - Ongoing - Full Time - PEL 1
Job Title: Assistant Director, ESS Service Desk
Employment Type:Ongoing
Classification: PEL 1
Closing Date: 11:30pm, AEDT Monday, 28 November 2022
Contact: Nathan Sutton, (02) 6277 5493,
The Opportunity
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.
Job Specific Requirements: 
The successful applicant will be required to:
obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance
participate in on-call support roster.
At DPS, we acknowledge the value diversity brings. We are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We welcome applications from Aboriginal and Torres Strait Islander people, mature age people, people from diverse backgrounds and people with disability.
Duty Statement
Classification: PEL 1
Branch: Digital Customer Services Branch
Section: ESS Support Services
Immediate supervisor: Director, ESS Operations 
Under limited/general direction undertake duties in accordance with the agreed standards for the PEL 1 classification. The duties will include, but are not limited to, the following:
1. Coordinate and supervise the daily operations of the Electronic Security System (ESS) Service Desk, including management of technical and non-technical resources.
2. Ensure the ESS Service Desk is providing outstanding customer service and working effectively with all customers, stakeholders and vendors.
3. Supervise, coordinate, and oversee ESS Service Desk staff whilst identifying training needs, mentoring, and conducting performance appraisals as they support the planning, configuration, and maintenance of electronic security systems and associated infrastructure.
4. Manage and implement a continuous service improvement program for all ESS Service Desk support functions including the identification of business process improvement, staff training opportunities and interactions with other support teams.
5. Prepare, review, oversee and execute complex issue resolution, enhancements and changes per standards, procedures, and guidelines whilst liaising with relevant stakeholders and vendors to provide advice and analysis on complex system issues.
6. Investigate, anticipate, prioritise and triage known and suspected problems with systems and applications whilst suggesting solutions and communicating operational impacts, mitigation strategies, performance statistics, resolutions and forecast appropriate actions.
7. Coordinate and schedule preventative maintenance activities, oversee system management monitoring activities, and examine overall system health and performance whilst responding to operational concerns. 
8. Oversee administration of users, systems, applications, and databases while coordinating patching, upgrades, configurations, backup, and restore activities to satisfy security policy, service level agreements and operations requirements.
Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.
How to apply
Please upload a pitch (500 words maximum) describing how your skills and experience would contribute to the role and work of the department. 
Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile . Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role. 
Our purpose and values
We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.
Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace. 
Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.
What we can offer
Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:
• access to flexible work arrangements 
• ongoing opportunities to learn and develop new capabilities 
• a competitive remuneration package
• free secure underground parking
• free gym membership and access to recreational facilities
• on-site childcare, banking services, post office, value-for-money dining options and more.
An attractive salary, which could be negotiated with the successful candidate, is on offer.
Conditions of Employment
Employment opportunities at Department of Parliamentary Services are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:
• Australian citizenship – to be eligible for employment with DPS, applicants must be an Australian Citizen. 
• Security clearance and character clearance – the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check. 
• Health assessment – a pre-employment health assessment will be required where there are physical or medical requirements for the role.