Role Overview
The Senior Manager, Desktop Infrastructure, is a key leadership role with dual strategic responsibilities: (1) operational oversight and vendor management of Service Desk (SD) and Desktop Engineering (DE) services for Whole-of-Government (WOG) users within A.STAR, and (2) technical ownership of End-User Computing (EUC) hardware and Operating System technologies across A.STAR (Whole-of-A.STAR).
This position establishes strong process governance, drives continuous improvement, leads strategic projects, and enhances the end-user experience. The role holder will manage vendor relationships and service delivery for WOG operations while serving as the technical authority for laptop hardware standards, OS lifecycle management, and platform governance within A.STAR.
Key Responsibilities
1. WOG Vendor Relationship & Performance Management
Serve as the primary relationship owner for WOG SD/DE vendors, managing day-to-day interactions and escalations for WOG users within A.STAR.
Oversee vendor performance against contractual obligations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
Conduct regular vendor performance reviews, drive improvement plans, and manage vendor scorecards to ensure consistent service delivery.
Collaborate with procurement and legal teams on contract negotiations, renewals, and Statement of Work (SOW) development for WOG SD/DE services.
Manage related WOG projects and initiatives to enhance service delivery and operational efficiency.
2. EUC Hardware & Operating System Technology Leadership (A.STAR)
Provide technical leadership and ownership of laptop hardware standards, specifications, and lifecycle management across A.STAR.
Own the Operating System technology roadmap, including OS deployment strategies, version management, and compatibility assurance for A.STAR's end-user environment.
Lead and manage OS upgrade projects (e.g., Windows version migrations) ensuring minimal disruption and maximum adoption.
Drive OS hardening initiatives in collaboration with cybersecurity teams to maintain compliance with security standards and policies.
Evaluate emerging EUC technologies and hardware innovations, providing recommendations for adoption.
Manage hardware refresh cycles, ensuring alignment with budgetary constraints and operational requirements.
3. Process Governance, SOPs & Platform Ownership
Develop, maintain, and enforce Standard Operating Procedures (SOPs) for EUC services, ensuring operational consistency and compliance.
Own EUC platform standards and configurations, serving as the authoritative source for desktop infrastructure policies.
Lead the development and enforcement of process governance frameworks across internal teams and managed service providers.
Ensure documentation currency and accessibility, driving adoption of standardised practices.
Conduct periodic reviews and audits of SOPs and platform configurations to align with evolving requirements and best practices.
4. Project Leadership & Operational Excellence
Identify, plan, and execute EUC projects including OS upgrades, platform migrations, security hardening initiatives, and service improvement programmes.
Oversee overall performance metrics for SD/DE services, analysing operational data to ensure achievement of service targets and identify areas for improvement.
Drive continuous process improvement initiatives in collaboration with internal teams, vendors, and stakeholders to optimise workflow efficiency and service quality.
Manage project budgets, timelines, and stakeholder communications for desktop infrastructure initiatives.
Coordinate project dependencies and ensure alignment with IT governance frameworks.
5. Strategic Alignment & Stakeholder Collaboration
Collaborate with IT leadership to ensure desktop infrastructure and EUC strategies align with broader digital transformation objectives.
Engage with stakeholders to understand requirements, gather feedback, and ensure services meet diverse operational needs.
Foster a culture of innovation, continuous improvement, and partnership.
Represent desktop infrastructure perspectives in IT forums, committees, and working groups.
Stay abreast of industry trends, IT policies, and emerging technologies to inform strategic direction.
6. Customer Experience Enhancement
Develop and implement strategies to improve the end-user experience, ensuring processes, systems, and vendor interactions deliver seamless support.
Champion user-centric design principles in EUC service delivery and project implementations.
Analyse user feedback and satisfaction metrics to identify pain points and drive targeted improvements.
Ensure consistent service quality across all touchpoints, regardless of vendor or delivery model.
Required Qualifications
Education
Diploma or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.
Relevant professional certifications (e.g., ITIL, PMP, Microsoft Azure/Windows certifications) are advantageous.
Experience
Minimum 4-6 years of experience in IT service management or desktop infrastructure, with at least 2 years in a supervisory or team lead capacity.
Proven track record managing outsourced IT service providers, particularly in Service Desk and Desktop Support/Engineering domains.
Demonstrable experience in large-scale OS deployment, migration, and hardening projects.
Experience working in government or public sector IT environments is preferred.
Background in EUC hardware lifecycle management and technology evaluation.
Technical Competencies
Comprehensive understanding of End-User Computing technologies including Windows OS, device management platforms (e.g., SCCM/MECM, Intune), and endpoint security solutions.
Strong knowledge of OS hardening standards, security baselines, and compliance frameworks (e.g., CIS benchmarks, government security policies).
Hands-on experience with ITSM platforms (e.g., ServiceNow) and service management processes.
Understanding of modern workplace technologies, virtualisation, and cloud-based EUC solutions.
Management & Leadership Competencies
Strong leadership skills with the ability to lead small teams and manage vendor relationships effectively.
Good understanding of vendor contracts, SLAs, KPIs, and performance management techniques.
Strong analytical, strategic thinking, and problem-solving abilities.
Solid project management skills with experience delivering IT initiatives.
Excellent communication and interpersonal skills, with ability to translate technical information into management-ready recommendations and engage stakeholders across technical and executive levels.
Preferred Attributes
Experience with government procurement processes and contract management.
Knowledge of government IT security policies and compliance requirements.
Ability to navigate complex stakeholder environments and build consensus.
Proactive approach to communication and transparency, including use of digital channels (e.g., intranet sites) for project updates.
Passion for continuous improvement and innovation in IT service delivery.
Key Performance Indicators
Achievement of SD/DE SLA targets and KPIs
Successful delivery of OS upgrade and hardening projects within scope, timeline, and budget
Vendor performance scores and improvement trends
User satisfaction ratings
SOP currency and compliance rates
Cost optimisation achievements in EUC operations
This role reports to Senior Assistant Director, Desktop Infrastructure.
