The Role

The ICT Service Hub Manger is accountable under broad direction to perform and achieve complex helpdesk, incident management, communications and applications support work within an integrated workforce. This work will be conducted for both ASD high-side systems and low-side systems. As a result, the ICT Service Hub Manager will need to hold a TSPV and operate within an ASD facility. They will be required to gain an in-depth knowledge of and compliance with ASD legislative frameworks.

The ICT Service Hub Manager will exercise a considerable degree of independence and perform a subject matter expert role. They will have in-depth knowledge of the ICT service support/service desk function and are responsible for the development, implementation, compliance and review of policies and procedures relevant to their work within that function.

The ICT Service Hub Manger may be a team coach or lead a team and be accountable to set work priorities and manage workflows. They are expected to be capable of building team capability through coaching, feedback and developing the quality of work undertaken by others within a work unit. They will exercise the associated people and financial responsibilities to achieve work unit outcomes.

The ICT Service Hub Manger will have considerable level of stakeholder engagement and will liaise with stakeholders in relation to complex issues. They will be required to identify, anticipate and respond to stakeholders’ needs and expectations to achieve work unit outcomes. They will be accountable to contribute towards ongoing self-improvement and professional development.

• Accountable for ensuring that all requests for support, either phone calls, walk-ups or self-service tickets are managed according to set standards and procedures. In particular:

- Acting as a first point of contact for users.

- Identifying and diagnosing issues and problems.

- Categorising and recording queries.

- Providing solutions to issues.

- Advising users on the appropriate course of action.

- Monitoring issues from start to resolution.

- Escalating unresolved problems to a higher level of support, if needed.

- Providing essential online security advice and support.

- Logging issues and resolutions, tracking trends, and sharing insights with relevant stakeholders.

- Training and developing staff to be able to deliver high side accounts to stakeholders in a timely manner.

• Accountable for managing allocated resources, setting work priorities, managing workflows, developing strategies and evaluating business outcomes to support the Service Hub.

• Accountable for managing and leading a team, including providing clear and consistent communication, setting clear performance and behavioural standards, managing performance, delegating responsibility and guiding and developing people.

• Accountable for accurate completion of work within timeframes and quality requirements, provide knowledge sharing/exchange and expertise with others and guide and mentor less experienced employees.

• Build and sustain relationships and liaise with a range of stakeholders including other teams, peers and colleagues across Capability & Transformation Group and other organisations as required.

• Manage and maintain communication channels such as web pages and similar ensuring they are current and fit-for-purpose. In addition, the management of an IVR system once established.

• Accountable to control IT assets and ensure that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out.

• Manage, maintain and continuously improve the existing Data Dissemination and Data transfer process by ensuring policy, data privacy and security, coordinating data transfer processes, and collaborating with stakeholders.

Further information can be found at: I’m changing my career | Australian Signals Directorate (asd.gov.au)

About our Team

The Service Hub provides the first point of contact for ASD ICT support. This includes providing ICT support to a geographically dispersed workforce over the phone, face-to-face and through logged jobs in our service management tool.

The team is located across the country and works in sync, distributing work between locations and providing back-up for peak and seasonal surges.

Working within the Service Hub provides you with a unique advantage of gaining an understanding of the full facet of ASD’s functions and capabilities and will help shape the direction of your career within ASD.

Our Ideal Candidate

The Service Hub plays a fundamental role in supporting users of ICT and are looking for individuals from a range of backgrounds who encompass the below attributes:

• Proficiency in diagnosing and resolving technical issues over the phone and in person.
• Strong leadership skills to guide and mentor junior staff.
• Ability to develop and implement long-term solutions and improvements.
• Exceptional communication and interpersonal skills.
• Detail orientated.
• Proven ability to handle high-pressure situations and deliver excellent customer service.
• Ability to work effectively within a team environment.
• Commitment to continuous learning and staying updated with ICT trends.

ASD is seeking applicants to fill current and anticipated vacancies and to create a merit pool for future vacancies. In line with the Australian Public Service Commissioner’s Direction 2022, upon completion of the recruitment activity, the merit pool will be available to locations across Australia.

Application Closing Date: Sunday, 12 October 2025

For further information, please review the Information Pack, reference ASD/07711/25 on www.asd.gov.au/careers.