Ict Vip Support Services Team Lead

EL 1 - $112,294 - $120,780 per annum plus superannuation
- Digital Services Division
- Canberra, ACT

**Who we are**
Cyber Security and Shared Services support staff within the Department with Information Communication Technology (ICT) needs and look after the department’s cyber security. Our service desks and VIP support teams assist with Information Communication Technology (ICT) equipment requests, incidents, telephone, and conference services across all areas of the department. We provide Information Communication Technology (ICT) support to the Australian Antarctic Division (AAD) and regional and remote offices. We advise on cyber security and help business areas to conduct their work safely and securely.

The ICT VIP Support Service Section within the Cyber Security & Shared Services Branch is responsible for VIP ICT coordination and support for Ministerial and SES offices across the DAFF and DCCEEW departments. We are a highly responsive team that are able to work across numerous technologies and teams to provide ICT service and technologies.

**The Jobs**
- Ensure compliance of the _Public Governance, Performance and Accountability Act 2013_ regarding managing public money and resources.
- Manage resources to plan, estimate and carry out solution development work to time, budget and quality targets and in accordance with appropriate standards, methods and procedures.
- Provide a strategic level of specialist, professional and/or technical ICT support to senior executive officers within the Departments and the Ministers’ offices.
- Provide strategic advice, problem solving and issues management for internal and external stakeholders in relation to complex and potentially controversial matters.
- Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information to analyse regularly and identify improvement opportunities and drive the implementation of these actions.
- Ensure that inputs, outputs and interfaces for relevant activities are correct and create or update records to show that activities have been carried out correctly.
- Undertake quality assurance or research to identify, analyse and review issues and problems, recognising potential issues and investigating practical solutions.
- Direct the development of contingency plans to maintain ongoing services in a variety of critical or emergency situations.

**What we are looking for**

**Knowledge and experience**
- Additionally, it would be highly desirable to have experience or a broad understanding of:

- IT vendor management practices
- organisational change management
- the project management cycle.
- Experience delivering ICT support (managing meetings and briefing) to Ministers and senior executives.
- Knowledge of ICT End User systems on how to support them.

**Skills and capabilities**
- Ability to work with a significant degree of autonomy and under broad direction of the Director.
- Ability to coach, mentor and promote staff development opportunities including the development of specialist, professional and/or technical expertise.
- Ability to represent the Department at various forums internally, across portfolio agencies and externally.
- Strong time management relating to known and emerging priorities, while adapting a flexible approach to changing business priorities and escalating issues, as required.
- Strong stakeholder engagement with decision-making processes, developing agreements or understandings on issues of concern.
- Lead and facilitate consultation and effective negotiation, and present written advice and reports requiring reasoning and precision of expression.

**The successful applicant must**:

- hold and maintain a valid Australian motor vehicle drivers licence.

**For additional information, please read the Job Description below.