Assistant Director - Service Desk

About this role

About the role This role leads OPC’s Service Desk function and is accountable for responsive, customer‐focused level 1 ICT support. Reporting to the Director, Infrastructure and Operations, the role manages a small team of helpdesk staff, oversees the triage and governance of all incoming ICT issues (ensuring the right level 1/2/3 pathway and escalation), and ensures incidents and service requests are logged, prioritised, communicated and progressed to resolution. This role also requires implementing the service desk policies according to ITIL framework and applicable to OPC. Position duties • Lead OPC’s Service Desk as the first point of contact for ICT support, setting clear standards for responsiveness, quality and customer experience. Drive a strong service culture across the Service Desk and promote consistent, helpful and professional customer interactions. • Lead and develop a small Service Desk team (3 staff), providing coaching, feedback and practical support to deliver consistently strong outcomes. Build capability through clear expectations, constructive performance management, and a positive team environment focused on collaboration and continuous improvement. • Oversee the governance of the triage process for all incoming ICT issues, ensuring issues are logged, categorised, prioritised and routed appropriately to level 1, 2 or 3 support whilst updating the knowledge base or reference cards where applicable. Ensure escalation paths are clear, handovers are high quality, and work is coordinated across technical teams to prevent issues stalling. • Be accountable for transitioning OPC from the current email‐based intake model to a more automated and sophisticated ticketing system. Lead the operational change required, including process design, communications, staff readiness, and embedding the new ways of working. • Formalise service levels for the Service Desk and related support pathways, in consultation with the DIO and relevant technical teams. Communicate service levels broadly so customers and technical teams have clear expectations, and report performance against agreed measures. • Run operational governance to actively manage and reduce outstanding issues, using regular stand‐ups or other fit‐for‐purpose mechanisms. Ensure there is clear ownership, prioritisation, follow‐up and closure discipline across the queue/backlog. • Ensure clear and timely communication to customers about incidents, planned changes, outages and workarounds in plain English. Maintain strong relationships with business areas and contribute to user education (including induction support and guidance) to lift self‐service capability. • Support the Director, Infrastructure and Operations by providing accurate reporting on Service Desk performance, recurring issues, vendor performance and operational risks. Identify opportunities to improve stability, security and efficiency through incremental process, tooling and knowledge‐base improvements. Key capabilities • Strong people leadership and team management skills, including coaching, setting expectations, and building a positive, accountable service culture. • Demonstrated customer service mindset, able to remain calm, helpful and solutions‐focused in high‐pressure environments and when dealing with competing priorities. • Sound ICT support capability across end‐user computing and common Microsoft workplace tools, with the ability to diagnose and resolve level 1 issues and escalate effectively. • Experience operating and improving a Service Desk function, including triage, incident and request management, knowledge management and continuous improvement (ITIL‐aligned experience is desirable). • Demonstrated knowledge or commitment to follow and practice APS code of conduct and OPC policies and procedures. • Demonstrated BAU vendor and contract management capability, managing supplier relationships and resolving operational issues. • Clear written and verbal communication skills, able to translate technical issues into plain English updates for staff and executives. • Strong organisation and judgement, including prioritisation, record keeping, and disciplined follow‐through on actions.