📌 Vacancy Fact Sheet
- Reference Number: VN-0769880
- Agency: Australian Digital Health Agency
- Job Title: Service Desk Manager
- Position Number: TBC
- Classification: Executive Level 1
- Closing Date: 9th June 2026, 11:00pm
- Job Type: Full-Time;Part-Time, Ongoing;Non-Ongoing
- Location: Sydney NSW, Brisbane QLD, Canberra ACT
- Future Merit Locations: Various locations – ACT, Various locations – NSW,
- Salary: $124,583 – $142,089
- Office Arrangement: Flexible (Flexible)
About Australian Digital Health Agency
The Australian Digital Health Agency leads the national effort to digitally enable Australia’s health
system. We support the delivery of person-centred, connected healthcare through the
development and adoption of digital health services and systems. Our work includes managing My
Health Record, Electronic prescriptions, and the 1800MEDICARE app, ensuring a healthier future
for all Australians through connected healthcare.
Reporting to the Director, Enterprise Operations within the Technology Operations Branch, the
role takes
responsibility for and provides process and technical expertise in management and operations of
the Service Desk
Duties
- Key Responsibilities
- The responsibilities also include:
- Develop, manage and maintain Service Desk processes, procedures and documentation.
- Responsible for day-to-day management, resource planning and work allocation of the Service
- Desk to meet agreed Service Levels.
- Manage Service Desk staff and teams, ensure resolution of incidents within the agreed SLAs
- Analyse metrics and reports on performance of the Service Desk.
- Escalate any issues or gaps in the performance of Service Providers.
- Key Criteria
- IT Service Operations v4 (e.g. ITIL v4) is essential.
- Graduate Degree in Information Technology and/or Business (desirable).
- Previous experience in a similar role, between 3 – 5 years in IT Service Desk.
- Experience in ServiceNow Administration is desirable
- Experience in Process Design (especially Lean and Kanban), Agile Delivery (either Agile Project
- Management or Agile Software Development), Service Integration Management (SIAM)
Eligibility / Notes
- Eligibility
- Australian citizenship is a mandatory eligibility requirement. Candidates must be able to obtain and
- maintain both a national police clearance and a NV1 security clearance, with the capacity to attain
- a higher-level clearance if required by the Agency.
How to Apply
Position Contact Sandeep Dharni, [email protected]
Agency Recruitment Site https://www.digitalhealth.gov.au/about-us/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
Health Vacancy