Assistant Manager, Service Management

OVERVIEW OF THE ROLE

The Chief Operating Office (COO) works with the Council, Director, Senior Management Group and across all business portfolios within the National Gallery (the Gallery) to support the achievement of the Gallery’s objectives. We do this by providing strategic advice to the Council and the Senior Management to delivering business support services across the Gallery, based on specialised knowledge, best practice, and technology to support the Gallery.

The Information Services Department covers the Gallery’s Information Technology (IT) team and Information Management (IM) team. As cornerstone teams that form part of the Gallery’s Enabling Services Portfolio, the department provides user-centred services to the Gallery with the upmost professionalism and leadership. We partner with all areas of the Gallery to ensure that our operations, initiatives and strategic priorities can be supported and implemented. This means we can support the Gallery to provide an enhanced visitor experience and manage the national collection of works we are custodians of.

The IT Assistant Manager, Service management position is part of the Information Technology (IT) Section within the Information Services Department. 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 access to our IT network. This includes the applications we manage both on-premises and in cloud environments, and to enable reliable and safe IT 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 service offering, the team further supports the Gallery in projects and initiatives that have an IT component from concept to implementation. The Gallery’s IT team pride themselves on a high level of customer 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, the operation of the IT service desk 5 days per week and on-call roster for weekends and public holidays. 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.

An order of merit may be established from this selection process and may be used to fill future identical vacancies over the next 12 months. Selection may be based on application and referee reports only.

If you do not wish to be added to an order of merit, please notify us in your application.

CONTACT

Further information about the position may be obtained by contacting Jade Carson on +61 2 6240 6580 or jade.carson@nga.gov.au.