Position Title: Service Centre Team Leader
Classification: APS6
Position Number: 5994
Tenure: Permanent
Duration: Ongoing
Section: ICT Front Door
Group: Innovation & Technology Group
Division: Policy and Corporate
Location: ACT
Immediate Supervisor: Executive Level 1
Security Classification: BASELINE

Group Responsibilities

The role of the Innovation and Technology Group (ITG) is to deliver and manage information and technology to enable IP Australia’s business.

Section Responsibilities

The ICT Front Door (including the Service Centre) is the main interface between ITG and other business groups within IP Australia, and also external contacts such as other departments, and other IP organisations worldwide.

Job Description / Context of the Role

The successful applicant will work as the Service Centre Team Leader within the ICT Front Door Section, providing level 1/2/3 support to IP Australia users.
They will assist in the coordination and management of:

  • providing friendly, prompt and high quality client support, including phone support and visiting clients to support equipment or systems.
  • having business and technical skills and an appreciation for delivery of quality customer service.
  • supporting the roll out of IT projects and hardware refreshes.

Note: Successful applicants will be required to answer telephone calls on a roster system between 8.00am and 5.00pm Monday to Friday. Some overtime/out of hours work is required in this role.

Job Specific Duties

As the Service Centre Team Leader you will participate in tasks within a client-focused team providing development, enhancement, implementation and support services for business and information technology systems.

Under limited direction from the Service Centre Manager and Director of Business Engagement the Service Centre Team Leader will:

  • Provide genuine  and high quality Team Leadership to the Service Centre team, backing up the Service Centre Manager when required
  • Provide a Level 2 escalation point for junior Service Centre staff members – escalating to Level 3 support teams within Innovation & Technology group when required
  • Drive the ITG and IP Australia Service Level Agreement by confirming staff members are adhearing to tickets in a timely fashion
  • Assist the Service Centre as required and be an active member of the Service Centre leadership group
  • Demonstrates attitudes and behaviours responsive to workplace change (including participates in and encourages others to participate in change and contribute to successful outcomes)
  • Improves organisational performance through effective engagement with and management of risk within relevant sphere of influence
  • Establishes clear expectations and creates an environment to achieve stated goals and objectives, takes ownership and honours commitments
  • Maintains an understanding of their/worker responsibilities under the Work Health & Safety Act 2011 (WHS Act) and a commitment to promoting a healthy and safe workplace.

Job Specific Capabilities

Desirable personal attributes include:

  • a real desire to help people
  • a positive and optimistic approach to problem solving
  • can cultivate an enjoyable workplace
  • is collaborative
  • thrives under pressure
  • understanding of the ISO 9001 quality standard
  • experience in the technical administration and troubleshooting of Cloud applications will be viewed as advantageous
  • experience in the technical administration and troubleshooting of Cisco Jabber and Crestron Fusion will also be viewed as advantageous

Eligibility qualifications / Knowledge required

  • At least two years Team Leader experience in a IT Service Centre / Service Desk / Helpdesk environment
  • Ability to work under pressure
  • ITIL v3 Service Management certification

Application Requirements

  • Address the job specific duties and job specific capabilities of the role (as set out in the job advertisement) in your response and provide an explanation of how your skills, knowledge and experience are relevant to this role (no more than 750 words).
  • Provide a current CV detailing recent employment history which is relevant to the advertised position.
  • Provide the name and contact details of two referees

Applications must be submitted through the IP Australia Web Recruitment system (ESS)

Please note: you MUST be an Australian Citizen to be engaged in the APS and to meet IP Australia’s security clearance requirements.

Contact Officer

For further information pertaining to this job please contact Tom McConchie on 02 6225 6146


Apply for this role

Working in IP Australia

Australia’s Intellectual property (IP) rights system supports innovation, investment and international competitiveness. IP Australia administers Australia’s IP rights system, specifically patents, trade marks, designs and plant breeder’s rights. IP Australia also undertakes programs to educate and promote an awareness of intellectual property (IP), provides IP policy input to Government, develops legislation to support the IP system and contributes to bilateral and multilateral negotiations to improve IP protection internationally.

IP Australia strives to deliver robust IP rights efficiently, satisfy our customers in terms of timeliness and value for money and be recognised as one of the leading IP offices in the world for the quality (including accuracy and consistency) of the IP rights we grant. IP Australia is committed to external certification of our Quality Management System which involves applying ISO 9001:2008 to key business processes and to environmental management through ISO14001 certification within the agency.

All IP Australia staff contribute to the achievement of organisational outcomes and the overall management of IP Australia by assisting, as appropriate, the Commissioner of Patents and the Registrars of Trade Marks and Designs and Plant Breeder’s Rights, and their deputies (where relevant), to perform statutory functions, and where appropriate, exercise relevant delegations.

IP Australia recognises the importance of employees balancing their work and personal lives by offering staff access to an ongoing series of health and wellbeing programs, flexible work-life policies and a range of professional development programs. IP Australia is a breastfeeding friendly workplace.

The IP Australia office in Canberra provides high quality accommodation and facilities. These include: an on-site café, conference, meeting and training rooms; limited on-site parking for cars and motor cycles available on a rotational basis; the provision of undercover bicycle racks; excellent shower/change facilities for staff choosing to walk or ride to work; and the advantage of all staff being co-located in the one building.

Please note: All IP Australia positions are subject to an ENTRY ONLY pre-employment check unless a higher security clearance has been identified. Other pre-employment checks may also apply.


Job documentation updated and endorsed for use: 
Friday, June 8, 2018