Candidate information pack: IT Service Manager

• Candidate information pack: IT Service Manager (MS Word, 2330 KB)
• Candidate information pack: IT Service Manager (PDF, 1004 KB)

Position Title: IT Service Manager
Group/Team: Corporate Services / IT and Business Solutions
Classification: APS Level 6 (APS 6)
Employment Type: Non-ongoing (up to 12 months) with opportunity to extend or become ongoing, full-time 
Salary Range: $90,838 - $99,891 per annum plus 15.4% superannuation
Location: Level 11, 452 Flinders Street, Melbourne, Victoria
Reporting to: Assistant Director, IT and Business Solutions
Agency Employment Act: Public Service Act 1999

Applications close at 11:59pm on 3 September.

Applications must include the following cover sheet: TEQSA job application cover sheet [DOCX 1MB]

About us

The Tertiary Education Quality and Standards Agency (TEQSA) is Australia’s independent national quality assurance and regulatory agency for higher education. TEQSA’s purpose is to deliver quality assurance that protects the interests of students and the reputation and standing of Australian higher education.

As an independent quality assurance and regulatory agency, TEQSA adopts a risk-based approach that is guided by principles of necessity, risk, and proportionality, and which supports quality, diversity, innovation, and excellence in tertiary education.

TEQSA has three strategic objectives in delivering its purpose:

1. promote and support good practice and effective self-assurance across the sector
2. identify, analyse, and respond to risks to the sector
3. ensure compliance with applicable legislation through effective and efficient regulation.

About you

• Do you have a proven track record providing excellent IT services, working autonomously, and delivering high-quality outcomes within set timeframes?
• Do you have proven experience leading and supporting the IT service management function and administering ICT systems with a focus on high-quality service delivery?
• Are you passionate about contributing to the excellence of Australian higher education and want to work in a challenging, dynamic, and rewarding environment that is mission-focused?

Our culture

Our organisational culture reflects our Culture Plan 2023 and the core values and behaviours that guide how we approach our work and interact with each other.

The core values by which we operate include:

• Trust – We have confidence in each other to do our best. We encourage open and honest conversations that focus on the issue, not the person. We promote a supportive and safe workplace environment.
• Respect – We approach every situation with kindness, compassion, and an open mindset. We value people, the range of views and experience they bring, and the work they undertake.
• Accountability – We hold ourselves and each other accountable for our actions, how we work together, and the quality of what we deliver. We gather feedback, reflect, and act on opportunities for improvement.
• Collaboration – We draw on our collective strength by encouraging each other to contribute to the achievement of shared objectives. We provide context and information to help others succeed.

At TEQSA, we are building a working environment that aligns with our cultural values and cultivates a rewarding, stimulating, and engaging workplace. If our organisational culture resonates with you, we want to hear from you.

How we value our employees

TEQSA is committed to investing in its people. So, what’s on offer for you?

• a full-time role in a for-purpose organisation that protects the interests of students and the reputation and standing of Australian higher education
• flexible working arrangements from home and our conveniently located CBD offices, with technology and facilities designed for flexibility, collaboration, and wellbeing
• generous leave entitlements, including study leave to support your professional development, extra personal leave, and paid time off over Christmas
• competitive remuneration and superannuation
• professional development that is supported and encouraged so your career continues to grow as you enhance your technical and leadership skills and capabilities and build a career path at TEQSA
• free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services
• workplace diversity and inclusion. TEQSA welcomes people with diverse skills, experiences, perspectives, and backgrounds. TEQSA encourages applications from Aboriginal and Torres Strait Islander People, people with disabilities, people that identify as LGBTQIA+, and people from culturally and linguistically diverse background.

About the position

The IT Service Manager will be responsible, under limited direction, for managing and supporting TEQSA’s ICT systems, business solutions, and processes. They will be accountable for leading the IT Service Management function and assisting in the implementation of new ICT initiatives. They will use their in-depth knowledge of Microsoft cloud, server, application products, and ITIL framework to proactively ensure efficient and effective management of IT services and systems.

The IT Service Manager will be responsible for delivering relevant ICT services and providing sound stakeholder management and change management support to all relevant internal and external stakeholders on a variety of ICT matters. They will exercise both initiative and sound judgement to resolve complex and/or sensitive matters, brief team members on critical risks and provide solutions and recommendations on the appropriate course of action.

Working collaboratively and cooperatively in a small team, they will proactively support the TEQSA user community to identify, assign, communicate, and remediate IT issues and inefficiencies. They will provide excellent customer service, be innovative, flexible, and able to adapt to meet immediate and future challenges, working in a dynamic environment.  

Duties

As the IT Service Manager, you will be responsible and accountable to:

1. Ensure TEQSA's ICT systems operate smoothly and efficiently through proactive technical administration using appropriate ITSM, change and risk management principles.
2. Work closely and collaboratively with the IT Service Support Analyst to promptly resolve incidents, requests, and technical problems, delegating and directing service tasks using the Service Now ITSM platform as appropriate. 
3. Coordinate and manage the successful implementation of ICT initiatives and system enhancements within agreed timelines and budgets and provide expert and trusted advice on key projects.
4. Deliver superior, customer-focused support for systems, business applications, and infrastructure to internal and external stakeholders and address concerns or complaints in a timely and professional manner.
5. Enhance IT support processes and documentation from process improvement perspective, provide guidance and mentoring to team members and build their technical capability.
6. Collaborate with suppliers, service providers, and government agencies to ensure products and services meet TEQSA's service level standards.
7. Coordinate with key vendors to provide necessary services, renew contracts, and manage IT communication, software, and hardware licensing arrangements.
8. Ensure meticulous management of hardware and software assets and conduct regular reviews to address any gaps in TEQSA's systems and user accounts.
9. Manage new system releases and deployments, provide infrastructure support, and conduct security patch management within service level agreements.
10. Maintain the IT Service Centre SharePoint support site to keep end users informed and provide easy access to relevant self-service content.
11. Develop and/or co-ordinate agency-wide communications relating to planned and unplanned system maintenance, outages, or feature updates.
12. Perform other duties as required.

Our ideal candidate

TEQSA is looking for a high-performing team member who is passionate about supporting a technology environment and contributing to the excellence of Australian higher education.

Our ideal candidate will have: 

• Demonstrated experience working in a front-line IT support role, dealing directly with end users and a range of stakeholders, performing root cause analysis, and providing user support and training as necessary.
• Strong background in cloud and server administration and maintenance experience within the Microsoft stack of corporate products.
• Demonstrated ability to appropriately consider and manage activities relating to project management, policy, and change management, and provide support and expertise across the system implementation lifecycle.
• Strong interpersonal and leadership skills, including the ability to build and sustain influential and productive relationships with a variety of stakeholders across the agency.
• Proven problem solving and critical thinking skills, and the ability to coordinate with internal and external stakeholders to identify and resolve issues and deliver expected and high-quality outcomes.

Qualifications and experience:

• A relevant qualification(s) or/and significant relevant work experience.
• Strong technical proficiency and understanding of ITSM principles, and experience managing ICT, applications, and providing end-user support.
• Knowledge of and experience across Azure Cloud Services, Office 365 products, VMWare, Microsoft (AD, Exchange, SQL etc), Cloud Solutions, CRM.
• ITIL understanding and/or certification (desirable).  

Research tells us that people from diverse backgrounds are less likely to apply for jobs if they do not meet most of the job selection criteria and qualifications. TEQSA is an inclusive employer, we would like to hear from you if you are interested in this role even you don’t meet all or several of the above criteria. We encourage you to apply for this role if you are interested in growing your IT career and working at TEQSA. Please get in touch if you have any questions about the role or require any adjustments or assistance to submit your application.

How to apply

Your application should include the following items:

1.  TEQSA job application cover sheet
2. a current resume (maximum two pages)
3. a two-page cover letter (pitch) (maximum 1000 words) detailing:

• how your skills and experience address the ‘our ideal candidate’ section (i.e., what makes you the best candidate for the position), and
• the value you can add to TEQSA and the IT and Business Solutions team.

Once prepared, please submit your completed application to recruitment@teqsa.gov.au.

PLEASE NOTE: TEQSA APS Careers is for job seekers only. We do not accept unsolicited resumes or applications from recruitment agencies and/or search firms and will not pay fees to any such organisations unless arranged with the provider prior to advertising the vacancy.

Handy hints

• Your pitch should be succinct and showcase your skills, knowledge, experience, and qualifications. We want to understand how your personal attributes can add value to a role within TEQSA.
• For assistance with preparing your responses, you may wish to refer to Australian Public Service Work Level Standards relevant to the classification level.

Eligibility

The successful applicant must:

• be an Australian citizen
• complete a National Police Check satisfactorily
• be able to obtain and maintain an Australian Government Security Vetting Agency (AGSVA) clearance to Baseline status, supported by TEQSA.

Failure to satisfy any of the above conditions may result in the withdrawal of an offer of employment or termination of employment.

Other relevant information

• This process is being used to fill a non-ongoing vacancy up to 12 months, with the possibility of an extension or to become ongoing.
• A merit pool of suitable applicants will be created from this process and may be used to fill similar ongoing and non-ongoing vacancies within TEQSA. It is active for 18 months from the date of this advertisement.