About us

The Department of Communities and Justice (DCJ) is the lead agency under the Stronger Communities Cluster. DCJ works to enable everyone's right to access justice and help for families through early intervention and inclusion, with benefits for the whole community. Stronger Communities is focussed on achieving safe, just, inclusive and resilient communities by providing services that are effective and responsive to community needs. For the first time, the creation of DCJ and Stronger Communities provides an opportunity to focus on prevention and early intervention across both the social welfare and justice systems.

About the role

The Manager IT Service Desk drives the delivery of high-quality customer support across the organisation to provide a single point of contact for all incidents, service and change requests, and manages the business relationship between the organisation and the ICT customer service function.

Key accountabilities

Deliver Tier 0 (self-service) and Tier 1 (chat, phone and email) support to users in line with agreed organisational SLA's

Actively manage the system for registering, monitoring and resolving ICT systems-based difficulties and ICT Service Requests to provide for continuous performance improvement

Improve the quality of support delivered to users through the ongoing review of services provided and the skill level of operators in meeting the needs

Undertake a range of high level administrative, system and workforce management activities to ensure the effective functioning of the service delivery team including the rostering and real time performance monitoring of employees and services.

Monitor service delivery against Key Performance Indicators (KPIs) and analyse performance to identify and implement opportunities for improving and enhancing service delivery and ensuring Service Level Agreements are met.

Manage complex workplace people issues within the team, including grievances, performance improvement, conduct, interpersonal conflict and team issues to timely and equitable resolutions to enable harmonious and productive working environments.

Monitor and manage IT expenditure, ensuring that relevant Cost and Revenue targets are met. Examine any areas where actual financial outcomes (cost and/or revenue) deviate from their expected results and/or agreed tolerances/variations.

Essential requirements of the role

Tertiary or industry qualifications in a related discipline and/or equivalent knowledge, skills and experience with demonstrated commitment to ongoing professional development.

Appointments are subject to reference checks. Some roles may also require the following checks/ clearances:

National Criminal History Record Check in accordance with the Disability Inclusion Act 2014 3

Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012

Focus capabilities

Focus capabilities are the capabilities considered the most important for effective performance of the role. These capabilities will be assessed at recruitment.

The focus capabilities for this role are in the role description attached, with a brief explanation of what each capability covers and the indicators describing the types of behaviors expected at each level.

Does this sound like you? to download the role description.

For role enquiries please contact Zoran Jakovski, Acting Manager IT Customer Services and hiring manager for this opportunity via email at:

Applying for the role

It is an essential requirement of the role that successful applicants are fully vaccinated and able to provide acceptable proof of vaccination status

When applying you will need to submit an application online via www.iworkfornsw.com.au: * Attach a cover letter (maximum 2 pages) and resume (maximum of 5 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description

Answer the two pre-screening questions below - we are looking for you to demonstrate your competency against the focus capabilities contained in the role description

Pre-screening question 1:

Cross departmental co-operation can be a challenge. Describe a situation that you have experienced

like this with an internal customer and how you managed it?

Pre-screening question 2:

Give a recent workplace example that demonstrates how you set and monitor work group goals?

Closing date: Sunday 8th May 2022 at 11.59PM (AEST)

If you experience technical difficulties when submitting your application, please contact Alex at

IMPORTANT

To ensure recruitment at the Department of Communities and Justice continues without interruption during the COVID-19 pandemic, some interviews and assessments may be performed using alternative methods.

This may include video interviewing, telephone interviewing and online assessments. If you are successful following review of your application, you may need to perform assessments and/or interviews via online platforms using a PC, laptop or smart phone. By doing so, we will be adhering to the strict social distancing advice currently in place.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander people, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

If you require an adjustment within the recruitment process, please contact Alex at and advise us of your preferred method of communication.

If you are looking for more information about workplace adjustments at DCJ, please visit our .

Thank you for your interest in this role. We look forward to receiving your application.