El1 - Ict Support Team Manager

Classification: Executive Level 1

• Location: Canberra
• Salary: $109,816 - $133,453

The National Anti-Corruption Commission

The National Anti-Corruption Commission enhances integrity in the Commonwealth public sector by deterring, detecting and preventing corrupt conduct involving Commonwealth public officials. It does this through education, monitoring, investigation, reporting and referral.

Working with us

This is an exciting time to join the National Anti-Corruption Commission (NACC). In its establishment phase, we are looking for outstanding individuals to embed robust systems and processes, deliver exciting and diverse projects and demonstrate innovation and commitment to integrity in the public service.

NACC staff work in a complex and dynamic setting where exceptional judgement and an ability to achieve results is critical.

About this opportunity

The NACC has an ICT Support Team Manager position available for immediate filling in Canberra. A merit list will be established to fill vacancies arising in the next 18 months.

About the role

The position of ICT Support Team Manager reports to the Chief Information Officer and will manage a small team responsible for day-to-day ICT deliverables, such as the provision of ICT Support, VIP Support, and ICT Asset Management.

Duties

In accordance with the Executive Level 1 Work Level Standards, you will:

• Maintain and manage the Commission’s ICT Support capability. This consists of Level 1 and Level 2 IT Support, and VIP IT Support on Microsoft 365 enabled devices nationally.
• Manage problem and incident processes, ensuring timely resolution of issues, prevention of recurrence, and improvement of service quality.
• Establish and maintain effective relationships with ICT service providers to ensure quality service delivery and alignment with the Commission’s objectives.
• Manage the Commission’s ICT Assets throughout their lifecycle including allocation, repair, replacement, and disposal of devices in accordance with the Commission’s Accountable Authority Instructions, and Asset Management policies and procedures.
• Generate IT Service Management reports for the Commission’s senior management, highlighting ICT Support performance and outcomes.
• Undertake ICT procurement for the Commission, working collaboratively with the procurement team in procurement planning and execution for ICT related procurements.
• Contribute to the strategic direction, development, and governance of service delivery activities to support ICT initiatives.

The NACC is a small agency. In addition to these activities, from time to time you may be asked to undertake tasks that are outside your usual span of duties but that are within the range of your capabilities. Supporting one another in this way provides opportunities for exposure across the agency and is an integral part of the NACC’s positive workplace culture.

To be successful in this role, you will demonstrate the following experience, skills, and attributes:

• excellent problem-solving, relationship and organisational skills.
• strong time management skills including the ability to work under pressure and see activities through to completion.
• highly developed verbal and written communications skills, including demonstrated ability to maintain productive working relationships with a range of stakeholders.
• experience in dealing with conflicting stakeholder feedback, leading, and coordinating small working groups, as well as facilitating discussions and driving decision-making processes.
• You have good interpersonal skills, utilising a friendly and professional manner to engage effectively with stakeholders. You are a motivated individual with a strong work ethic. You are very well organised, strategically focussed, self-motivated, and continually seeks improvement in processes, challenging the notion of the ‘status quo’.
• You adapt flexibly to change and remain calm under pressure to meet tight deadlines. You demonstrate sound judgement and exercise initiative. You are an excellent communicator who can motivate staff and build a high performing culture.
• Ability to work on challenging and diverse projects, with mínimal supervision and a high degree of independence and responsibility.

Position specific Requirements - essential/desirable

Essential

• Experience in leading and managing a geographically diverse team of IT support professionals.
• Experience in supporting Microsoft 365 Cloud environments, understanding of Intune software deployments and Standard Operating Environment.
• Demonstrated understanding and knowledge of the Australian Government’s Protective Security Policy Framework (PSPF), ACSC Essential 8 and the Information Security Manual requirements.

Desirable

• Experience in the implementation of an IT Service Management Tool.
• Experience in maintaining and supporting a protected level of security for the Commission’s IT network
• Microsoft certifications.
• Tertiary qualif