Agile Delivery Support Officer

3 days ago

Australia Buscojobs Full time

Job Description
Clearance:
Must Have Baseline Clearance
Location:
This vacancy is based in Lindfield and North Ryde, although flexible or remote work arrangements may be considered.
Duration:
12 months (with up to 2 x 12-month extensions)
Hours:
Full-time, 40 hours/week
Experience Level:
Senior (APS6 equivalent)
About the Department
Join a dynamic division driving the digital transformation agenda across the Department of Industry, Science and Resources. The Chief Information Officer (CIO) Division leads the delivery of innovative digital services and partners with business units to:
Deliver on the department's digital policy objectives
Shape and define the department's digital landscape
Drive innovation and transformation in ICT services
Within the CIO Division, the
ICT Operations Branch
ensures stable, secure, and high-quality technology services for staff. The
NMI ICT Operations Team
provides specialist technical support and customer service across the National Measurement Institute (NMI) and the broader department.
About the Role
As the
NMI Desktop Support Team Lead
, you will oversee daily operations, ensure high-quality support, mentor team members, manage incidents, and collaborate with stakeholders to improve ICT processes and service delivery.
Key Responsibilities
Lead and manage the NMI Desktop Support Team, fostering a collaborative environment
Provide Level 2 technical support for hardware, software, video conferencing, and peripherals
Mentor team members to build technical skills and support career growth
Coordinate ICT equipment provisioning and asset management
Collaborate with Level 3 ICT teams and vendors for repairs and upgrades
Allocate resources to meet priorities and SLAs
Develop documentation and knowledge base articles
Lead incident resolution and ensure excellent customer service
What We're Looking For
We seek an enthusiastic team leader with:
Experience managing technical support teams, including coaching and mentoring
Strong problem-solving skills for complex issues
Level 2 ICT support experience, incident management, equipment provisioning
Excellent communication and interpersonal skills
Strategic and organizational skills to handle priorities
Experience in documentation and knowledge management
Adaptability and resilience in dynamic environments
Selection Criteria (SFIA Level 4)
Customer Service Support:
Monitor service delivery, resolve issues, deliver technical briefings
Incident Management:
Diagnose, resolve, escalate incidents, contribute to improvements
Performance Management:
Provide direction, monitor, coach, foster collaboration
Quality Assurance:
Conduct assessments, analyze risks, recommend actions
Stakeholder Relationship Management:
Manage issues, gather feedback, strengthen relationships
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