Our client is a federal government organisation with offices throughout Australia. Due to growth, they are seeking an EL1 Platform Support Lead to join their team in Richmond or Geelong. 12-month initial contract plus 12-month extension Hybrid with 3 days per week onsite Federal government role – Australian citizenship required The client is undertaking a major program of work involving multiple projects spanning a number of current industry-leading technologies, including Salesforce as a core component. The Scheme Payments & Platform Branch part of the Technology Services Division seeks an experienced and energetic Platform Support Lead to join our dynamic fast-paced team managing 9-10 Level 3 Technical Support engineers. Key duties and responsibilities Lead a support team of Senior Engineers responsible for supporting a highly complex and business critical enterprise CRM platform. Streamline and improve the efficiency and effectiveness of the support model Management of staff, including work allocation, mentoring, training and upskilling. Process development, documentation and implementation for of all support activities to ensure consistent, efficient, and effective delivery for all stakeholders. Negotiate with business the scope of Salesforce releases and manage expectations, risks and dependencies. Facilitate discussion and workshops with Product Owners to define scope and acceptance criteria. Respond to major incidents and represent the directorate internally and with external vendors Engage with external vendors and internal ICT Teams to resolve incidents and access ICT services as required. Execute coordination of testing activities, signoffs from various stakeholders and Change Advisory Board (CAB) representation. Coordinate with other sections of the branch including release management, testing, architecture, platform and digital delivery to manage critical paths, multiple stakeholders and parallel release trains. Promote a positive team culture that encourages collaboration, knowledge sharing and respect between members and enables individuals to feel, empowered, supported and trusted in their roles. Essential criteria More than 3 years’ experience leading and managing ICT support teams Experience supporting or managing complex CRM/business systems e.g.: ERP Demonstrable experience in process development, documentation and implementation Proactive approach to building relationships and working with stakeholders to deliver an effective support model and drive continuous improvement Ability to translate complex technical concepts into user-friendly explanations and solutions. Demonstrable strong problem-solving and trouble-shooting skills, patience, and an understanding of how their role impacts the overall customer experience is essential. Desirable criteria Exposure to Salesforce or other CRM systems Experience in tools including Jira, Confluence, Gitlab APPLY: Submit your resume or contact Shelley at shelley.harrison@talentinternational.com for further information. Shortlisted will be contacted and applicants will be required to individually respond to each criterion max 3000 characters per criteria.