Jobs
Assistant Director – Service Desk – Office of Parliamentary Counsel
📌 Vacancy Fact Sheet
- Reference Number: VN-0770801
- Agency: Office of Parliamentary Counsel
- Job Title: Assistant Director – Service Desk
- Position Number: 1264
- Classification: Executive Level 1
- Closing Date: Applications close for this vacancy at 11.55pm on Sunday, 2 August 2026.
- Job Type: Full-Time, Ongoing
- Location: Canberra ACT
- Future Merit Locations: Canberra
- Salary: $127,126 – $154,363
- Office Arrangement: Flexible (Hybrid)
About Office of Parliamentary Counsel
This role leads OPC’s Service Desk function and is accountable for responsive, customerfocused
level 1 ICT support. Reporting to the Director, Infrastructure and Operations, the role manages a
small team of helpdesk staff, oversees the triage and governance of all incoming ICT issues
(ensuring the right level 1/2/3 pathway and escalation), and ensures incidents and service
requests are logged, prioritised, communicated and progressed to resolution. This role also
requires implementing the service desk policies according to ITIL framework and applicable to
OPC.
Duties
- Position duties
- Lead OPC’s Service Desk as the first point of contact for ICT support, setting clear
- standards for responsiveness, quality and customer experience. Drive a strong service
- culture across the Service Desk and promote consistent, helpful and professional customer
- interactions.
- Lead and develop a small Service Desk team (3 staff), providing coaching, feedback and
- practical support to deliver consistently strong outcomes. Build capability through clear
- expectations, constructive performance management, and a positive team environment
- focused on collaboration and continuous improvement.
- Oversee the governance of the triage process for all incoming ICT issues, ensuring issues
- are logged, categorised, prioritised and routed appropriately to level 1, 2 or 3 support whilst
- updating the knowledge base or reference cards where applicable. Ensure escalation paths
- 1.
- 2.
- 3.
- 4.
- 5.
- 6.
- 7.
- 8.
- are clear, handovers are high quality, and work is coordinated across technical teams to
- prevent issues stalling.
- Be accountable for transitioning OPC from the current emailbased intake model to a more
- automated and sophisticated ticketing system. Lead the operational change required,
- including process design, communications, staff readiness, and embedding the new ways of
- working.
- Formalise service levels for the Service Desk and related support pathways, in consultation
- with the DIO and relevant technical teams. Communicate service levels broadly so
- customers and technical teams have clear expectations, and report performance against
- agreed measures.
- Run operational governance to actively manage and reduce outstanding issues, using
- regular standups or other fitforpurpose mechanisms. Ensure there is clear ownership,
- prioritisation, followup and closure discipline across the queue/backlog.
- Ensure clear and timely communication to customers about incidents, planned changes,
- outages and workarounds in plain English. Maintain strong relationships with business areas
- and contribute to user education (including induction support and guidance) to lift selfservice
- capability.
- Support the Director, Infrastructure and Operations by providing accurate reporting on
- Service Desk performance, recurring issues, vendor performance and operational risks.
- Identify opportunities to improve stability, security and efficiency through incremental
- process, tooling and knowledgebase improvements.
- Key capabilities
- Strong people leadership and team management skills, including coaching, setting
- expectations, and building a positive, accountable service culture.
- Demonstrated customer service mindset, able to remain calm, helpful and solutionsfocused
- in highpressure environments and when dealing with competing priorities.
- Sound ICT support capability across enduser computing and common Microsoft workplace
- tools, with the ability to diagnose and resolve level 1 issues and escalate effectively.
- Experience operating and improving a Service Desk function, including triage, incident and
- request management, knowledge management and continuous improvement (ITILaligned
- experience is desirable).
- Demonstrated knowledge or commitment to follow and practice APS code of conduct and
- OPC policies and procedures.
- Demonstrated BAU vendor and contract management capability, managing supplier
- relationships and resolving operational issues.
- Clear written and verbal communication skills, able to translate technical issues into plain
- English updates for staff and executives.
- Strong organisation and judgement, including prioritisation, record keeping, and disciplined
- followthrough on actions.
Eligibility / Notes
- To be eligible for the role, you must:
- be an Australian Citizen;
- be able to obtain and maintain an Australian Government Security Vetting Agency (AGSVA)
- clearance to Negative Vetting Level 1 status.
How to Apply
Position Contact Rajesh Padavala, 0261201400
Agency Recruitment Site https://www.opc.gov.au/careers
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware:
that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette
applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
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