Aps5 Senior Euc Support Officer

Overview
Role:
NMI Desktop Support Team Lead
Location:
This vacancy is based in Lindfield and North Ryde, although flexible or remote work arrangements may be considered.
Clearance:
Must Have Baseline Clearance.
Duration:
12 months (with up to 2 x 12-month extensions).
Hours:
Full-time, 40 hours/week.
Experience Level:
Senior (APS6 equivalent).
Join a dynamic and fast-paced 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, partnering 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 all staff. The
NMI ICT Operations Team
, part of this branch, 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 the daily operations of the Desktop Support Team, ensuring high-quality technical support and customer service. You will mentor and develop team members, manage incidents, and collaborate with internal and external stakeholders to continuously improve ICT processes and service delivery.
Key Responsibilities
Lead and manage the NMI Desktop Support Team, fostering a collaborative and high-performing environment
Provide Level 2 technical support for desktop hardware, software, video conferencing systems, and peripheral devices across multiple NMI sites
Coach and mentor team members to build technical capability and support career development
Coordinate provisioning and management of ICT equipment, maintaining accurate asset records
Collaborate with Level 3 ICT teams and external vendors for hardware repairs, warranty services, and system upgrades
Allocate team resources to meet business-as-usual (BAU) priorities and service level agreements (SLAs)
Identify knowledge gaps and oversee the development of documentation and knowledge base articles
Lead incident resolution and ensure high-quality customer service across the department
What We're Looking For
We're seeking an enthusiastic and reliable team leader with:
Proven experience managing technical support teams, including coaching and mentoring
Strong problem-solving skills and the ability to resolve complex technical issues
Demonstrated Level 2 ICT support experience, including incident triage and equipment provisioning
Excellent communication and interpersonal skills to build relationships and collaborate effectively
Strategic thinking and organisational skills to manage competing priorities and drive improvements
Experience in documentation and knowledge management within ICT environments
Adaptability and resilience in a dynamic service delivery setting
Selection Criteria (SFIA Level 4)
Customer Service Support
– Monitor service delivery, apply standards, resolve/escalate issues, and deliver technical briefings
Incident Management
– Diagnose, prioritise, and resolve incidents; escalate unresolved issues and contribute to process improvement
Performance Management
– Provide direction, allocate tasks, monitor performance, coach team members, and foster collaboration
Quality Assurance
– Conduct assessments, analyse compliance, identify risks, and recommend corrective actions
Stakeholder Relationship Management
– Manage issues, implement engagement plans, gather feedback, and strengthen stakeholder relationships
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