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Aps 6 - Customer Support Manager

3 weeks 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.