Assistant Director, Systems Support

Job Details

Job Title: Assistant Director, Systems Support

Employment Type: Ongoing

Classification: Parliamentary Executive Level 1

Closing Date: 11:30pm AEDT, 22 May 2025

Contact: Sarah Amey, 6277 2468, sarah.amey@aph.gov.au

The Opportunity

The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Executive Level 1, Assistant Director of Systems Support within the Digital Capability & Operations Branch.

The Department of Parliamentary Services (DPS) supports the work of the Australian Parliament and Australian Parliament House and is responsible for a wide range of services and facilities. DPS has over 1,000 employees, working across a diverse range of areas which includes corporate services, security and building maintenance, reporting and broadcasting, library services, catering, visitor and art services and ICT services.

The Information Services Division (ISD) provides information and communications technology, Hansard and broadcasting services to the Parliament. ICT services are provided to Parliament House, Electorate Offices across Australia, and Commonwealth Parliament Offices.

The Digital Capability & Operations Branch is at the forefront of driving technological innovation and operational excellence within the Department. Our team is dedicated to enhancing digital capabilities, ensuring robust IT operations, and delivering high-quality support services. The Application Operations Section plays a crucial role in maintaining and improving the performance of our IT systems, ensuring seamless service delivery and operational efficiency.

About the Role:

As the Assistant Director, Systems Support, you will lead and manage a technical team responsible for enhancing capabilities, fostering innovation, and implementing strategies for skills and knowledge development. Your key duties will include:

• Overseeing the Incident Management process to ensure effective prioritisation and prompt resolution of incidents.
• Conducting root cause analysis for complex issues and developing solutions to prevent recurrence.
• Managing support contracts and system upgrades, maintenance, and performance monitoring.
• Contributing to the development and continuous management of an application management framework.

This role offers a unique opportunity to lead a dynamic team in a critical area of IT operations, driving continuous improvement and innovation. You will play a pivotal role in shaping the future of our digital capabilities and ensuring the resilience and efficiency of our IT systems.

Who we are looking for

Our ideal candidate will possess the following skills, abilities, and traits:

• Proven leadership and team management skills, with the ability to coach and mentor a technical team.
• Strong problem-solving abilities, particularly in diagnosing and resolving complex IT issues.
• Excellent client support and relationship management skills.
• Exceptional planning and organisational skills, with the ability to manage multiple demands and adapt to changing technologies.

Qualifications, Knowledge, and Experience:

• Demonstrated experience in Level 2 and Level 3 IT support.
• Expertise in queue management and incident resolution.
• Experience in developing and managing an application management framework.
• Strong written and verbal communication skills.
• Proven experience in effective contract management.

Job Specific Requirements: 

  
•  The successful applicant will be required to obtain and maintain a Baseline Vetting (Protected/Restricted) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.

Duty Statement

Classification: Parliamentary Executive Level 1 

Branch: Digital Capability & Operations Branch 

Section: Applications Operations 

Immediate supervisor: Director, Applications Operations 

Under limited/general direction undertake duties in accordance with the agreed standards for a PEL1 classification. The duties will include, but are not limited to, the following: 

1. Lead and manage a technical team to enhance capabilities, foster innovation, set priorities, and implement strategies for skills and knowledge development. 

2. Oversee the Incident Management process across the APH environments to ensure incidents are effectively prioritised, addressed promptly, procedures are followed, and risks are minimised. 

3. Conduct root cause analysis for complex issues, develop effective solutions to prevent recurring issues, and address systemic problems. 

4. Manage a range of support contracts for the Application Operations section. 

5. Manage system upgrades, maintenance, monitoring of IT systems performance and drive continuous improvement. 

6. Contribute to the development and continuous management of an application management framework. 

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 (750 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. 

For additional guidance when crafting you application, please refer to the the DPS Recruitment Candidate Information Pack, which provides helpful tips on how to structure your pitch and highlight your most relevant skills and experience effectively.

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.

Salary

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.