Service Desk Manager

Canberra, Australia
09 Sep 2019
End of advertisement period
29 Sep 2019
Contract Type
Full Time

Classification: Senior Manager 1 (IT)
Salary package: $113,421 - $118,839 per annum plus 17% superannuation
Term: Full Time, Continuing 

  • Provide effective leadership and strategic direction
  • Establish and implement a ITIL based support model
  • Provide enhanced visibility and transparency
  • Manage and enhance technical and customer experience.

Information Technology Services (ITS) provides corporate IT services to ANU staff, students and visitors in support of achieving excellence in research, teaching and public policy. These services include network, communications, computing platforms, data storage, desktop and mobile access, enterprise systems, student learning environments, and IT security. The work of ITS is coordinated with services provided within and by University Colleges and other Service Divisions to form a cohesive, University-wide information services infrastructure.

Position overview

An ongoing full time opportunity exists for an experienced Service Desk Manager. We are seeking a delivery and customer focused individual who is passionate about providing, user-centric IT support, and possesses proven service delivery track record. This role will provide leadership to the Service Desk Team, ensuring they are appropriately resourced and skilled; and establish and maintain close working relationships with other service desk and technical teams.

You will be managing a Service Desk that provide cross campus support in a large and complex environment. The team provides support for student computer laboratories on campus as well as for service division staff and currently supports over 2,500 desktop computers.

The successful applicant will be able to demonstrate their ability to deliver exceptional levels of customer services including the ability to take ownership and accountability for delivering the best possible outcomes for the ANU.

For further information please contact Lynne McDonald, Associate Director, Service Delivery T: +61 2 6125 1935 E:

Closing date: 29 September 2019

Position description: Service Desk Manager.pdf

ANU values diversity and inclusion and believes employment opportunities must not be limited by socio-economic background, race, religion or gender. For more information about staff equity at ANU, visit

Application information

In order to apply for this role please make sure that you upload the following documents:

  • A statement addressing the Selection Criteria.
  • A current curriculum vitae (CV) which includes the names and contact details of at least three referees (preferably including a current or previous supervisor). If your CV does not include referees you can complete these online when prompted in the application form.
  • Other documents, if required.

Applications which do not address the selection criteria may not be considered for the position.

Please note:The successful applicant must have rights to live and work in this country. 

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