Why join us?

• Strategic leadership & impact: Lead a dedicated Workplace Technology team where you have the autonomy to move beyond reactive support. You will shift the dial from "fixing tickets" to developing intelligent service delivery models.
• A unique environment: Support the vital work of the Parliament of Victoria. Your work ensures elected representatives and staff have the seamless technology they need to serve the Victorian community.
• Hybrid work: Work from home up to two days a week based on operational requirements.
• A competitive package: $113,022 - $124,884 p.a. + 12% Super ($126K - $139K Package)

About the role and team

As the Workplace Technology Lead, you will provide strategic direction and operational leadership to a team of Service Desk Analysts, reporting directly to the Manager, Workplace Technology. The Workplace Technology team is more than just a service desk, and you are more than a technical expert; you are a service visionary responsible for ensuring our elected representatives and parliamentary staff have the seamless, high-quality technology support they need to serve the public.

In this role, you will be responsible for:

• Operational excellence: You will implement robust queue management and ensure work is allocated evenly to promote team-wide upskilling and remove single-person dependencies.
• Data-driven automation: Analysing ticket trends (e.g., identifying why 50 tickets hit the same category) and working with IT and business stakeholders to automate and streamline processes, such as role-based access and self-service user options.
• Leadership & coaching: Running regular 1:1s, development plans, and feedback loops. You aren't just a manager; you are a technical mentor who helps the team identify continuous improvement opportunities.
• Project & ops integration: Acting as the bridge between Operations and Project teams, ensuring smooth technical handovers for upgrades (like ServiceNow enhancements).

About you

We are looking for a "self-starter" who thrives in regulated, high-stakes environments (e.g., Government, Health, or Defence). You should demonstrate:

• Proven people leadership: Experience managing small, agile teams across hybrid locations, with a focus on outcome-based performance.
• The "continuous improvement" lens: You don't just see a ticket; you see a process. You have a track record of identifying trends and implementing permanent fixes or automations.
• Technical literacy: Strong skills across the Microsoft ecosystem (Office 365, Outlook, Laptops/Desktops) and experience with ITSM tools (ServiceNow preferred, or ManageEngine).
• Certifications: ITIL Foundations certification is essential. A basic Microsoft Certification is highly desirable.
• Resilience: The ability to provide technical direction and make decisions during after-hours "Sitting" periods when higher-level escalation may not be immediately on-site.

The Recruitment Process

• Application: Submit your CV and a brief cover letter outlining your relevant experience and motivations for applying.
• Initial screening: A 20-minute introductory phone call with a member of our HR team.
• Panel interview: A face-to-face interview with the Manager, Workplace Technology, and key members of the department.
• Final checks: National Police Check and professional reference checks.

Applications close on Friday, 24 April, and applicants may be contacted before the advertisement closes, so we encourage you to submit your application as soon as possible.

About the Department of Parliamentary Services

The Department of Parliamentary Services delivers impartial, professional, and innovative services to support Victoria's elected representatives, the democratic process and the Parliament as an institution.

Through our commitment to diversity and equality, we are actively engaged in promoting and maintaining a safe and inclusive work environment where all employees are respected, valued, and supported. We seek to recruit the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background.

Our team members are the key to our success and bring new and innovative responses to issues and challenges we face in our work in the delivery of quality services to support the work of the Parliament.

Why work for us?

We offer a unique workplace that sits at the heart of Victorian democracy. You will work in a historic precinct with modern technology, contributing to an institution that values integrity, professional growth, and a supportive team culture.

Accessibility

If you require assistance or adjustments to fully participate in the application or interview process for this role, please contact Parliament's Recruitment Team via email recruitment@parliament.vic.gov.au

Privacy Collection Notice

The Parliament of Victoria and the parliamentary departments are committed to protecting your privacy. Personal information is handled in accordance with the Privacy and Data Protection Act 2014 (Vic) (PDP Act) and other relevant legislation.

This privacy collection notice applies to our recruitment activities. It explains what information is collected when you apply for employment with a parliamentary department. It may be updated from time to time.

Child Safe Standards

The parliamentary departments are committed to upholding the Victorian Child Safe Standards and the protections afforded to children in the Child Wellbeing and Safety Act 2005. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.