Service Desk Manager

$128,997 - $150,443 + 15.4% super

Canberra, Coffs Harbour, Brisbane or Melbourne

Ongoing | Full-time 

• Lead AMSA’s Service Desk and End User Support to deliver high-performing ICT services that keep national operations running.
• Drive service performance, customer experience and continuous improvement in a maturing ICT environment
• Flexible work options and generous leave, including Christmas shutdown

About AMSA - Work with Purpose

Safe Seas. Clean Seas. Saving Lives.

At Australian Maritime Safety Authority (AMSA), every role contributes to our mission to protect lives, support safe maritime operations, and safeguard Australia’s marine environment.

We are Australia’s national agency responsible for maritime safety, marine environmental protection, and search and rescue coordination. Our work is enabled by strong digital, corporate and specialist capabilities that support operations nationwide.

With around 500 employees across Australia, AMSA offers meaningful careers in a complex, highly regulated environment with national impact. Learn more at amsa.gov.au.

About the Role

Lead AMSA’s Service Desk and End User Support functions to deliver reliable, responsive ICT services, working closely with ICT teams, vendors and business stakeholders to support national operations.

In this role you will:

• Lead and develop Service Desk and End User Support teams, building capability, performance and a strong service culture
• Own service performance and customer experience across end user support functions, ensuring consistent and high-quality service delivery
• Manage escalations and major incidents, driving root cause analysis and preventing recurrence
• Provide service reporting and insights to support decision-making and continuous improvement
• Collaborate with ICT operations and vendors to support incident resolution, changes and service continuity
• Ensure governance, compliance and operational discipline across service delivery

What We're Looking For

You will bring:

• Proven experience leading a Service Desk or End User Support function in a complex organisational environment
• Strong people leadership capability, including coaching, performance management and capability development
• Experience managing major incidents, escalations and executive-level support issues
• Strong understanding of incident and problem management, including root cause analysis and service improvement
• Experience producing service performance reporting and operational insights
• Strong stakeholder engagement and communication skills across technical and business groups
• Experience with ITSM platforms (e.g. ServiceNow)
• Behaviours aligned with One AMSA values and ways of working

Desirable:

• Experience in government, regulated or safety-critical environments
• Familiarity with ITIL frameworks

For further details, please refer to the position description. Information about our terms and conditions of employment are contained in the AMSA Enterprise Agreement 2024 - 2027

What We Offer at AMSA

At AMSA, we support our people to do their best work through:

• Competitive remuneration and salary packaging options
• 15.4% employer superannuation contribution
• Generous leave entitlements with 20 days annual leave plus paid Christmas shutdown
• Paid parental leave with 18 weeks for primary and 14 weeks for secondary carer
• Wellbeing support with health reimbursements, flu vaccinations and an Employee Assistance Program for you and your family
• Flexible work including work from home arrangements
• Career development including training, study assistance, paid professional memberships
• Opportunity to connect, collaborate, and contribute through staff-led networks

One AMSA: Shaping Our Future Together

One AMSA is our commitment to creating a workplace that is safe, respectful and inclusive – where every employee feels valued, supported and empowered to contribute.  It shapes how we work together and ensures collaboration, trust, and shared purpose across AMSA.

How to Apply

To apply, visit the Careers at AMSA portal and click ‘Apply’ on the job listing before 11:55pm AEST on Wednesday 13 May 2026.

You will need to provide:

• A resume (maximum 3 pages)
• A cover letter (up to 300 words maximum) outlining your suitability based on the key responsibilities and capabilities required for the role.

NOTE: Interviews will be held the week commencing 20 May 2026 with a start date of 1 July 2026.

For further information about the role, contact Tan Dunn, Director IT, on 0401 024 871 or tan.dunn@amsa.gov.au

For questions about the recruitment process, please contact recruitment@amsa.gov.au.

Applications from recruitment agencies will not be accepted, as AMSA recruitment is managed internally.

AMSA does not engage staff under the Public Service Act 1999. AMSA engages employees under the Australian Maritime Safety Authority Act 1990 and our remuneration arrangements are specific to AMSA.