DHA Level 6 - Service Desk and Assets Lead

Job no: 492282
Work type: Full Time
Location: Head Office

At Defence Housing Australia (DHA), we provide quality housing and related services to Defence members and families. DHA’s award winning work supports Defence capability.

This position reports to the IT Client Services Manager within the IT Client Services Team, which forms part of Infrastructure Operations, and sits within the Business Solutions and Technology Group.

The IT Client Services Team is responsible for the delivery of IT support services to DHA staff for hardware and software issues and requests.

As the Service Desk & Assets Lead, you will be responsible for operational leadership of the Tier 2 Service Desk team relating to day to day issue prioritisation and problem solving, and full life cycle management of end user devices, including procurement, distribution, maintenance, repair and disposal, ensuring adherence to associated legislative requirements (e.g. PGPA Act 2013). The renewal and analysis of software licences in the context of usage and future requirements will also be your responsibility, along with contributing to the establishment of systems improvement initiatives and process improvement within the IT Client Services team. 

To be successful you will have demonstrated IT Service Desk and asset management experience.  You will be self-motivated and work independently, coordinating multiple asset related activities whilst being committed to the cultivation and sustainment of a positive team environment.  You will also demonstrate project management skills, strong communication and interpersonal skills, and experience in financial and procurement systems coupled with strong analytical skills.  

Our ideal candidate will have: 

• Experience leading or managing a team within an IT help desk environment, including triaging and issue resolution as well as staff management and technical skills development.
• Experience in the management of end user devices, including procurement, distribution, maintenance, repair and disposal, and experience in the management of software licences and maintenance contracts. 
• The ability to manage competing priorities in a commercial and government environment, including experience in the management of ICT specific projects.  
• The ability to evaluate existing processes and procedures and contribute to continuous improvement through the development of policies, procedures and guidelines.   
• Well-developed oral and written communication skills, analytical and conceptual skills including demonstrated experience in managing and resolving issues in a technical environment.  

Some of the benefits of working at DHA include: 

• generous employee benefits with a competitive salary packaging
• employer superannuation contribution of up to 15.4% 
• flexible work arrangements, including family friendly provisions 
• benefits of working for the APS, while in an outcome focused Government Business Enterprise 
• diverse range of interesting projects in high performing and collaborative work environment.

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