Assistant Manager, IT Service Delivery

THE POSITION

The Assistant Manager, IT Service Delivery position is part of the IT Section within the Business Enabling Services Portfolio. The IT Section manages and develops the Gallery’s information communication and technology (ICT) services and emerging information technology requirements to meet our strategic and business needs.

The section provides the full suite of ICT services to enable all Gallery staff to access our IT network. This includes the applications we manage both on-premises and in cloud environments, and to enable reliable and safe devices for all staff to increase productivity and mobility.

As a small team, all staff manage multiple capabilities and responsibilities, providing you with the experience across all facets of IT Service Management, infrastructure and end user computing. The IT team supports the Gallery both in the office and when staff are away from the office. In addition to the standard IT services offered, the team further supports the Gallery in projects and initiatives that have an IT component from concept to implementation. The National Gallery’s IT team pride itself on the high-level service, provision and support of its technology offering.

This position reports to the IT Manager and is responsible for ensuring the day-to-day operations of client services and the operation of the IT service desk. The role provides direction to and supports the service desk team. The IT Assistant Manager is responsible for projects that are related to end-user computing, mobile devices, support systems and other client services. It deals with support tickets that are escalated for Level 2 and 3 support and works with internal subject matter experts and external managed service providers.

The IT Assistant Manager will be responsible for IT asset management, documentation and reporting. The position will also oversee the IT change management processes and be responsible for problem and issue management in the IT environment.

The ICT section operates in a high-pressure environment delivering high quality outcomes and cost-effective services for the Gallery. The role requires someone who has high technical and organisational skills, and strong understanding of end user computing and problem and issue management.

The position needs someone with the ability to adapt to challenges, works well within a team under pressure and communicates well within the team, has strong work ethic and self-motivation to learn and stay current with industry skills.   

CONTACT

Further information about the position may be obtained by contacting Tom Georgilas on +61 2 6240 6762 or tom.georgilas@nga.gov.au.

The Recruitment team may also be contacted on + 61 2 6240 6495.