Manager (ICT Support) (VPSG6)

Job posted: 14/09/2021
Applications close: 27/09/2021 (Midnight)
7 days remaining

7 days remaining

Job Description

Location: Melbourne | CBD

Job type: Full time

Organisation: Victoria Police

Salary: $125,893 - $168,473

Occupation: IT and Telecommunications

Reference: VG/E20042095

Reference: VG/E20042095

Occupation: IT and Telecommunications

Salary Range: $125,893 - $168,473

Work location: Melbourne | CBD

Are you a professional who wants to demonstrate your extensive ICT support skills? Do you have an obsession with excellence and can you build a highly responsive and customer focussed team?

About the role:

The ICT Support Manager is a Melbourne CBD based role that manages Level 2/Client Services team. This role is critical to Victoria Police in its role of serving the community.

  • You will form and shape a new team to deliver Level 2 Client Services support
  • This team will improve ICT service delivery experiences across the organisation
  • Uplift the maturity of our service management processes and the platforms that underpin them
  • Establish close working relations with upstream and downstream ICT support services
  • Establish efficient, effective integration of processes interfacing with internal and external suppliers
  • Uphold a sense of customer service and measures client satisfaction.


About the division:

The role sits within the Service Integration and Management team of Victoria Police's Digital Services and Security Department (DSSD). DSSD exists to deliver the Technology Products and Services that Victoria Police rely on all day, every day.

This critical and highly influential role will focus on providing an exceptional and professional customer experience for all of Victoria Police employees and contractors. 



  • The role is critical to support Victoria Police in its highly visible function of serving the community
  • You will be positioned to influence the ongoing technological direction of the organisation
  • You will learn and grow in a rapidly and digitally modernising organisation


Role will include the following responsibilities:

This critical and highly impactful role within Victoria Police will be focused on providing an exceptional and professional customer experience for all Victoria Police staff. 

As the manager of the ICT Support (Client Services) team, your key accountabilities will include:

  • Direct and drive development and optimisation of service management processes and functions
  • Uphold a sense of customer service and measures client satisfaction
  • Coordinate troubleshooting, support, and service for equipment and networks when necessary
  • Maintain familiarity with current and upcoming ICT equipment, services, and other developments
  • Ensure alignment of processes and service management tools and platforms
  • Ensure processes capture appropriate data and information to enable fact-based decision making
  • Lead a team to:

-       Install and configure computer hardware, software and, printers

-       Monitor and maintain computer systems and networks

-       Respond in a timely manner to service issues and requests

-       Provide technical support across the organisation (this may be in person or over the phone)

-       Repair and replace equipment as necessary

-       Assist with testing new technology

-       Train and mentor junior staff

  • Manage and assess the performance of staff members who specialise in support, and installation
  • Maintain familiarity with current and upcoming ICT equipment, services, and other developments


As the successful applicant, you will have:

  • An Information Technology, Business, or related degree
  • Be technically proficient and have experience in IT service management
  • Ability to define, lead and deliver change, with a focus on people and leadership
  • Experience defining and improving process to optimise value and minimise inefficiency
  • Understanding of organisational management, strategy and governance
  • Experience working with vendors to deliver outcomes
  • Ability to cultivate productive working relationships, facilitate cooperation and partnerships
  • Exemplify personal drive, integrity and show personal courage.

Requirements and relevant information:

  • One (1) full time, ongoing position available.
  • VPSG6 salary range $125,893 - $168,473 p.a + super.
  • Position location is Victoria Police Centre. 311 Spencer Street, Docklands.
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
  • The successful candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
  • The incumbent of the position may be required to be on stand-by/recall outside the ordinary hours of duty. Allowances will be paid in accordance with the relevant Victorian Public Service Agreement.

Your application must include:

  • Resume
  • Completed application form - attached to the job advertisement.

Applications close midnight, Monday 27 September 2021.

Please Note: All applications will need to be submitted through one of the following platforms; the Victorian Government careers website (Careers.vic), Job Skills Exchange (JSE) website or Seek.
Applications will not be accepted via other platforms or email.

For further information on this role please contact: Ian Nicklan on (03) 8335 5037 or via email Ian.A.Nicklen@police.vic.gov.au

If you have a disability/medical condition and require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirements/reasonable adjustment for the recruitment process, please contact VPS Recruitment via email VPSRECRUITMENT@police.vic.gov.au or on (03) 8335 8081.

About Us:

Victoria Police is a large organisation employing police, public servants and protective services officers. Victoria Police provides support to the community 24 hours a day, 365 days of the year. 

At Victoria Police our goal is for our workforce to reflect the diverse community we serve. We continually seek to attract and retain a diverse workforce which includes people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities and cultures including people of Aboriginal and Torres Strait Islander heritage. 

Find out what it is like working as a Victorian Public Servant for Victoria Police: https://www.police.vic.gov.au/vps

Manager (ICT Support) (VPSG6)

Job type:

Full time

Job classification:



Ian Nicklan | (03) 8335 5037

Manager (ICT Support) (VPSG6)