Vip Team Leader

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The key duties of the position include
Employment Opportunity
The VIP Team Leader is a senior, hands-on ICT role within the Attorney-General's Department (AGD) responsible for delivering high-quality, discreet, and responsive support to the department's most senior stakeholders including SES, Executive, and Ministerial staff.
Operating as the department's primary point of contact for VIP IT support, the role requires deep technical expertise, sound judgment and exceptional interpersonal skills.
The position ensures VIP users receive a seamless and reliable ICT experience, managing and resolving complex issues across devices, software, and services in alignment with departmental and Commonwealth ICT and security standards.
While this role does not have direct reports, it contributes significantly to service quality, stakeholder engagement, incident coordination, and service improvement across the broader ICT environment.
Specific requirements of the role:
Extensive experience providing ICT support to VIPs, Executives, or high-profile users in government or enterprise environments
Strong technical skills with Microsoft 365, end-user devices and ICT service operations
Exceptional communication and relationship management skills, with the ability to support and reassure senior stakeholders
Proven ability to work independently, exercise discretion, and deliver under pressure
Sound understanding of IT service management frameworks (e.g. ITIL) and enterprise ICT environments
Interstate travel as required
Under limited direction, the VIP Team Leader provides high-quality, personalised ICT support to senior executives, including SES and Ministerial staff, within the Attorney-General's Department (AGD).
The role ensures seamless and professional IT experiences for VIP users, addressing technical issues promptly, coordinating with service providers, and contributing to ongoing service improvements.
How you can help us make a difference
The role operates independently, requiring strong technical proficiency, excellent judgement, discretion, and a high degree of professionalism.
The Assistant Director is the primary point of contact for all VIP ICT support matters and plays a critical role in maintaining service reliability, user satisfaction, and operational alignment with AGD ICT standards.
Key Responsibilities:
Independently manage and resolve complex technical issues across Microsoft 365, end-user devices, conferencing systems and enterprise applications
Primary escalation point for VIP support coordinating with internal teams, service providers, and vendors
Communicate effectively maintaining a calm, responsive, and professional approach
Monitor support quality and user satisfaction, identifying and implementing improvements to the VIP support
Maintain accurate and up-to-date documentation of VIP support procedures, known issues, and resolutions
Contribute to departmental ICT projects by offering input on user experience, support implications, and transition- to-support processes
Ensure alignment with IT service management frameworks, including ITIL
Manage time and competing priorities independently, delivering consistent and high-quality support
Stay up to date with emerging technologies and systems, identifying opportunities for improvements
Prepare and deliver reports and updates on support activities, trends, and issues relevant to executive users
Maintain confidentiality and security awareness, especially in the handling of sensitive information and high- profile stakeholder interactions
Other qualifications:
Certifications or a degree in Information Technology or a related field would be advantageous
Merit Pools:
A merit list or pool may be created as part of this selection process and be used to fill similar vacancies anywhere in Canberra, ACT.
Flexible work arrangements will be considered and supported where possible.
These may include:
Job Share
Hybrid Work
Remote Work
Compressed Hours
Bandwidth Modification.
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