Aps 6 - Customer Support Manager

6 months ago

Russell, Australia Australian Government Full time

$91,702 - $104,753 + up to 15.4% Superannuation
- Russell - ACT

**The Role**
ICT Customer Support staff are enthusiastic in establishing and maintaining productive working relationships between Joint Capabilities Group (JCG), Defence Enabler partners and Defence personnel, with the aim to provide JCG Operations Division with active representation of customer issues and requirements. ICT Customer Support staff also develop and execute Relationship Management Plans to support targeted liaison and engagement with Defence personnel to enhance their access to JCG Operations Division capabilities.

If you have a passion for delivering excellence in customer service, then we want to hear from you
This position is located at Russell Offices, ACT and is a Face-to-Face Customer Service Position.

This role is specifically responsible for:

- Managing and mentoring a small team of regionally based Relationship Managers.
- Coordinating and delegating tasks to the regional team to deliver functional outcomes required by the Assistant Director.
- The development of relationship management plans to identify targeted stakeholders to improve JCG ICT delivery.
- Navigating through the Defence ICT environment to help regional ICT users find solutions to their problems.
- Developing approaches to solving complex problems for regionally based ICT users.
- Provide advocacy for all Defence ICT users to improve the ICT experience.
- Be accessible and act as an intermediary/ liaison between regional ICT users with the providers of Regional ICT services.
- Act as an escalation point for regional based ICT users to address regional ICT issues and improvements.
- Provision of timely responses to ICT user queries.
- Develop transition strategies to maintain and develop customer relationships during ADF posting cycles.
- Identify issues and pain points, develop strategies to address them or where necessary escalate to the Regional Assistant Director.
- Provide training and advice to Defence ICT users to promote self-help resolutions.
- Direct regional based ICT users to technical support.

In addition to the delivery of the ICT Customer Support role, applicants may be allocated secondary roles for their region including, acting as the WHS representative, Unit Security Officers, Business Management Team Lead, First Aid Officers and Wardens.

The successful applicant should be willing to work within a government environment. This role will require some regional and interstate travel.

**About our Team**
The Directorate of Regional ICT Services (DRICTS) acts as the Joint Capabilities Group (JCG) representative for all ICT products and services delivered to Defence regional bases and sites across Australia and internationally. The Directorate is specifically responsible for Deskside Support Services, Audio Visual Support Services, End User Advocacy and Relationships, Regional Project Support, Communications Security Services (COMSEC) and Regional Assurance and Governance Services.

Our team comprises a mix of Australian Public Service (APS), Australian Defence Force (ADF) and Contracted personnel located across approximately 56 major Defence bases Australia wide. We also have an Overseas Region where opportunity exists for APS to rotate through the United States of America and England.

Our Culture is one that is driven by a "One Team" approach "To be the most dedicated, trusted and proven Directorate to Customer Success in JCG"

Our Mission is to enable the war fighter by advocating for their ICT capability needs and improve the enterprise ICT experience across Defence.

Our ideal applicant would be a motivated Self Starter with advanced skills in the following:

- Strong interpersonal skills with the ability to communicate clearly and with influence.
- An appetite for creating positive change in a fast-paced environment.
- The ability to manage and coordinate a team.
- The ability to engage and support a diverse range of stakeholders across a dispersed geographical area.
- Strong oral and written communications skills.
- An innovative approach to work that applies holistic thinking towards the continuous improvement of our services.
- The ability to harness information to ensure support to strategic direction.
- The skills to identify and use resources wisely.
- A willingness to work independently and collaboratively as part of a high performing team.
- Strong analytical and problem solving skills, including the ability to manage conflict and competing priorities.
- Strong organisational skills, including the ability to monitor progress and deliver high-quality outcomes on time in the context of multiple competing demands.
- The ability to work with diverse stakeholders to deliver outcomes.

  • APSP 6 Web Administrator: Intranet Renewal Project

    3 weeks ago

    Russell, Australia APS Full time

    The RoleThe Navy Communications and Media Team seeks an APS 6 Web Administrator to deliver the Intranet Renewal Project in line with the new Defence Web Policy. The project aims to provide a modern, reliable, and sustainable intranet experience for Defence personnel and the APS.Key ResponsibilitiesManage the creation and compliance review of content on the...

  • Aps 6 - Contract Manager

    1 month ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 + 10% BDCP + up to 15.4% Superannuation - Russell - ACT **The Role** An APS 6 Contract Management Officer is accountable under broad direction to perform and achieve complex contract management work within an integrated workforce. They are accountable to ensure they have knowledge of and compliance with legislative frameworks, government...

  • Aps 6 - Agreements Support Officer

    1 month ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 + up to 15.4% Superannuation - Russell - ACT **The Role** As an APS 6 Agreement Support Officer you will be required to have a reasonable level of knowledge of project management methodologies, related legislative frameworks, government decision-making and broader Defence strategic objectives. You will be required to: - Work...

  • Aps 6 - Business Support Officer

    6 months ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 + up to 15.4% Superannuation - Russell - ACT **The Role** The APS 6 Business Support Officer is responsible for the effective and efficient management of the Office of Director General Landworthiness (DG Lw). The role requires a comprehensive awareness of Branch activities, projects and programs to forward plan specific business support...

  • Aps 6 - Project Risk Officer

    6 months ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 (plus Super) - Russell - ACT **The Role** The APS 6 Project Risk Officer implements, manages and improves the Land Domain Capability (LDC) Risk Framework as detailed in the Program Risk and Issues Manual (PgRIM). The role involves identifying and reviewing capability risks against the Army Business Plan and providing management options,...

  • Aps 6 -ils Officer

    6 months ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 (plus Super) - Russell - ACT **The Role** An APS6 ILS Officer (Acquisition) is accountable under broad direction to undertake complex materiel logistics activities whilst working within a framework of legislation, established principles, work practices and procedures in accordance with Defence's mission and business objectives. The APS6...

  • Aps 6 - Commercial Support Officer

    3 months ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 + up to 15.4% Superannuation - Russell - ACT **The Role** As a Commercial Support Officer, your role is accountable under limited direction to perform procurement activities within an integrated workforce and adhere to a framework of legislation, established principles, work practices and procedures in accordance with Defence’s mission...

  • Aps 6 - Security Advisor

    6 months ago

    Russell, Australia Australian Government Full time

    $88,175 - $100,724 (plus Super) - Russell - ACT **The Role** Do you have experience in a Security environment? Are you interested in joining a great workplace in a challenging and rewarding role? The Electromagnetic Warfare Intelligence Maritime Systems Program Office (EWIS-Maritime SPO) is seeking a highly professional, motivated APS 6 Security Advisor...

  • Aps 6 - Security Advisor

    6 months ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 (plus Super) - Russell - ACT **The Role** Do you have experience in a Security environment? Are you interested in joining a great workplace in a challenging and rewarding role? The Electromagnetic Warfare Intelligence Maritime Systems Program Office (EWIS-Maritime SPO) is seeking a highly professional, motivated APS 6 Security Advisor to...

  • Aps 6 - Contract Management Officer

    5 months ago

    Russell, Australia Australian Government Full time

    $88,175 - $100,724 (plus Super and 10% BDCP) - Russell - ACT **The Role** The Electromagnetic Warfare Intelligence Maritime Systems Program Office (EWIS-M SPO) is seeking a highly professional, motivated APS 6 Contract Management Officer to join the Business Management Unit (BMU) based at Russell Offices, ACT. The Contract Management Officer is responsible...

  • Aps 6 - Configuration Officer

    3 weeks ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 + up to 15.4% Superannuation - Russell - ACT **The Role** The Configuration Officer APS 6 is accountable under broad direction to perform and achieve complex technical configuration work within an integrated workforce. They are accountable to ensure they have knowledge of and compliance with legislative frameworks, government...

  • Aps 6 - Knowledge Management Officer

    6 months ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 + up to 15.4% Superannuation - Russell - ACT **The Role** The position of APS 6 Knowledge Management Officer will within the Navy Information Access Unit play a crucial role in ensuring that information is accessible, available and released in an approved manner to both internal and external inquiries. As a team, you will ensure accuracy...

  • Highly Skilled Configuration Manager

    3 weeks ago

    Russell, Australia APS Full time

    About the RoleThe APS 6 Configuration Officer is accountable for delivering complex technical configuration work in an integrated workforce under broad direction.They ensure knowledge of and compliance with legislative frameworks, government decision-making, and Defence's mission and policy requirements.Key ResponsibilitiesPerforming complex technical...

  • Digital Intranet Specialist

    2 weeks ago

    Russell, Australia APS Full time

    About the RoleWe are seeking an enthusiastic and highly motivated Digital Intranet Specialist to join our team at APS Navy. The successful candidate will be responsible for contributing to the Intranet Renewal Project, delivering a more modern, reliable, consistent, and sustainable intranet experience for Defence personnel.The role requires exceptional...

  • Aps 6 - Ministerial Liaison Officer

    6 months ago

    Russell, Australia Australian Government Department of Defence Full time

    $88,175 - $100,724 (plus Super) - Russell - ACT **The Role** Ministerial Liaison Officer is accountable under broad direction to perform and achieve complex ministerial and parliamentary work within an integrated workforce. They are accountable to ensure they have knowledge of and compliance with legislative frameworks, government decision-making and...

  • Aps 6 - Capability Analyst (Science & Technology or

    6 months ago

    Russell, Australia Australian Government Full time

    $88,175 - $100,724 (plus BDCP and Super) - Russell - ACT **The Role** This position will give you the opportunity to explore and critically analyse cutting-edge science and technology (S&T) to drive decision superiority. Working in a small team, you will use initiative and judgement to transition science and technology into cutting-edge capabilities,...

  • Aps 6 - Administration Officer

    6 months ago

    Russell, Australia Australian Government Full time

    $91,702 - $104,753 (plus Super) - Russell - ACT **The Role** The APS 6 Administration Officer will provide administrative support and assistance to facilitate Defence's most senior committees. This will include mentoring junior staff, overseeing administrative tasks, inbox management, stakeholder liaison and the facilitation of a number of high-level...

  • Senior Contract Administrator

    2 weeks ago

    Russell, Australia APS Full time

    About the RoleAs a highly skilled APS 6 Contract Manager with Defence, you will play a critical role in managing complex contract administration work and providing sound commercial advice to stakeholders.

  • Aps 6 - Business Management Officers

    6 months ago

    Russell, Australia Australian Government Department of Defence Full time

    $88,175 - $100,724 (plus Super) - Russell - ACT **The Role** The APS 6 Business Management Officer roles within the Joint Domain Centre (JDC) offer an excellent opportunity for business management professionals to rise to a new challenge that will give you the opportunity to work across a broad spectrum of Corporate Performance (CP) tasks. - Management of...

  • Aps 6 - Security Advisor

    6 months ago

    Russell, Australia Australian Government Full time

    $88,175 - $100,724 (plus Super) - Russell - ACT **The Role** - Do you have experience in a Government Security environment? - Do you enjoy working with a diverse range of people? - Are you interested in joining a great workplace in a challenging and rewarding role? Electromagnetic Warfare and Intelligence Systems (EWIS) Joint & Air Systems Program Office...