Hub Support Team Leader

1 day ago

Tuggeranong, Australia Australian Government Department of Social Services Full time

National Office, Tuggeranong

**Position Description**:
The APS5 Team Leader is responsible for providing oversight of the day-to-day operations of the helpdesk, including the management of allocated work and associated outcomes.
- provide first level support to the operators, answering telephone enquiries about the Hub's systems and processes
- continuous monitoring of workload volumes and the escalation of complex enquiries
- update and develop Standard Operating Procedures enabling innovation for business improvement
- identify and address Helpdesk Operator training needs
- provide oversight of enquiries to determine trends and progress strategic resolutions
- quality assurance of drafted correspondence and documentation
- assist the team as a Senior Helpdesk Operator and participate in system and process testing.

**Eligibility / Additional Requirements**:
To be eligible for employment with Department of Social Services (the department), you must be an Australian citizen. An applicant's suitability for employment with the Department will be assessed through a pre-employment screening process. This will include an identity and criminal history background check.

**Eligibility to obtain an Australian Government Security Clearance**:
The suitable applicant must also obtain and maintain a security clearance conducted by the Australian Government Security Vetting Agency (AGSVA).

Applicants also must be able to establish their background as checkable to be considered eligible for a security clearance. Any gaps or periods of time spent overseas for 12 or more months (cumulative) that cannot be verified by an Australian referee is deemed uncheckable, rendering the applicant ineligible for a security clearance. Background history must cover 5 / 10 years (Baseline / Negative Vet 1 or Negative Vet 2) of employment, education, residential, criminal history and anything else specified by the AGSVA. The suitable applicant must be willing to disclose all relevant and required information to fulfil this process.

**Type / Length of Vacancy**: Ongoing / Non-ongoing

**Contact Officer Name**: Melinda Duthie

**Contact Officer Phone**: (02) 5162 5010

**Application Closing Date**:16-Dec-2024

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