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Support Lead
3 weeks ago
**Support Lead | Fixed Term - Full Time**
**About the Department**
The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.
**About the Division**
An exciting opportunity exists within School Digital Services Branch, School Application Services in the Information Management and Technology Division (IMTD). IMTD provides innovative and integrated ICT Systems and information management services and support.
**About the Role**
The purpose of this role is to lead, manage, and develop the Student Insight Support Team.
The Support Lead plays a critical role in ensuring the smooth operation of support services by managing a team of support specialists, coordinating issue resolution efforts, and maintaining high standards of customer service.
The Support Lead will:
- Lead and coordinate the daily activities of the support team to ensure timely and effective resolution of customer and internal issues.
- Monitor performance metrics, identify areas for improvement, and implement actionable solutions.
- Provide clear and concise guidance to team members, fostering a supportive and efficient work environment.
- Collaborate cross-functionally with other departments to address issues and improve processes.
- Deliver regular status reports, insights, and recommendations to management.
- Have a strong understanding of integrated IT systems within the Schools Systems environment.
- Develop and maintain knowledge of client business processes, actively contributing to the improvement of these processes through input on the development, modification, and maintenance of systems.
- Analyse technical processes to identify opportunities for improvement and design enhancements.
- Provide quality support services through various contact methods and tasks.
- Ensure the delivery of effective, efficient, and compliant support services in a timely and consistent manner.
- Maintain a strong customer focus and engage with all customers and functions at all times.
- Foster team collaboration and individual accountability in delivering support services.
- Compile and report statistical information and operational reports to management.
- Triage incidents or tickets and assign them to the appropriate stakeholders.
- Deliver an excellent level of customer service by providing appropriate support responses and maintaining friendly communication.
- Contribute to software quality assurance and testing activities to ensure the delivery of high-quality systems to clients.
- Assist in business requirements analysis and preparation.
- Conduct data analysis to inform decision-making activities.
- Demonstrate effective stakeholder engagement skills and experience.
**Attributes**
We are looking for a Support Lead with:
- Well-developed conceptual and analytical skills and the proven use of initiative in solving problems, including knowledge and experience in defining, implementing and enhancing business process.
- Analyses issues from different perspectives and draws sound inferences from information available.
- Ability to multitask and remain calm and effective in high-pressure situations.
- Communicates orally in a manner which is clear, fluent and holds the audience's attention.
- Highly developed written and oral communication skills including the ability to liaise with a diverse range of internal and external personnel and stakeholders and proven ability to plan and organise work and produce high quality results.
- In addition, a tertiary qualification or an industry accreditation in a related field and experience within a government environment would be advantageous.
**Desirable**Qualifications and Experience**
- Essential: Minimum 3 years Customer and/or Application Support Lead related experience
- Essential: Proven ability to develop and mentor teams by fostering a positive, collaborative environment, setting clear goals, and delivering tailored training to drive performance and growth.
- Essential: Ability to work in a high technology environment (particularly Salesforce, Microsoft Office Suite, database systems and data management processes).
- Essential: Accreditation with Working with Children in Children's services
- Desirable: Demonstrated experience working in an Agile environment.
- Desirable: Strong working and practical knowledge of Student Information Systems (SIS) or similar
**How to apply**
To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) addressing the responsibilities and attributes from the role statement
**Further Information**
Applicants requiring adjustments can contact the nominated contact person.
**Applications close** 11:59pm 10-JUN-2025.
