The opportunity we have available
Organised within the Chief Operating Officer Group within the department, Information Technology & Data Division’s (ITDD) purpose is to connect people, data, and technology, empowering the department to excel. ITDD is responsible for the consolidated provision and support of stable and secure IT Systems, applications and services to all department users across all States and Territories, including Indian Ocean Territories and Norfolk Island, as well as supporting seven Ministerial offices, and coordination with portfolio entities. ITDD provides the digital collaboration and communications tools necessary to connect a geographically dispersed workforce and to optimise hybrid working arrangements. We manage industry and public facing digital systems, deliver desktop services, oversee cyber security, and provide data, AI, and information management advice to over 2,400 staff, supporting over 30 office locations across Australia.
The key duties of the position include:
What will you do?
The APS6 – Senior Technical Lead – IT Premier Support is a senior technical and relationship-focused position responsible for providing high-quality on-site ICT desktop support to Ministerial offices, Senior Executives and other priority stakeholders. The role operates with a high level of independence, provides deep technical expertise, leads documentation and service improvement activities and contributes to the governance and reliability of Premier Support operations.
The APS6 level reflects the need for strong judgement, coaching ability, complex problem solving and the capacity to operate under limited direction. Your key responsibilities will include:
1. Technical Support and Incident Resolution
* Provide advanced ICT support to Premier Support stakeholders - both on site and remotely - including Ministers' offices, SES and other priority users.
* Diagnose, troubleshoot and resolve complex ICT issues involving desktop hardware, mobile devices, collaboration tools, video-conferencing systems and network connectivity.
* Install, configure and maintain desktop operating systems, applications, assistive technologies and device peripherals.
* Perform upgrades, patching and system maintenance in alignment with endorsed procedures.
2. Relationship and Stakeholder Management
* Build and maintain strong relationships with Executive-level users, their offices and other internal and external stakeholders.
* Anticipate and respond to high priority or sensitive ICT requirements in a timely and professional manner.
* Communicate complex technical concepts in clear language suited to senior non-technical audiences.
3. Governance, Documentation and Continuous Improvement
* Lead the development, uplift and review of key ITSM documentation including procedures, support standards and operating instructions.
* Identify service improvement opportunities and contribute to uplift of Premier Support service maturity.
* Maintain accurate digital records, including technical documentation, issue registers, SOPs and knowledge articles.
4. Asset, Device and Configuration Management
* Maintain and manage hardware inventory for Premier Support users, including tracking, configuration, disposal preparation and refresh activities.
* Support secure device access arrangements (e.g., MFA, mobility solutions, secure builds, assistive setups).
5. Leadership and Coaching
* Mentor APS4/APS5 Premier Support staff, providing technical uplift, quality assurance and guidance on best practice troubleshooting approaches.
* Assist the Assistant Director- IT Premier Support with team leadership, operational oversight, reporting, escalations and service-readiness tasks.
* Support onboarding and capability uplift of new team members.
6. Additional Responsibilities
* Contribute to service continuity arrangements, including after hours support where required.
* Support major events, high profile engagements or urgent ICT response needs.
* Undertake additional reporting, analysis or technical work as directed.
Who are we looking for?
The successful candidate for this position will be able to demonstrate their capability against the APS 6 Work level standards.
Our ideal candidate will be an experienced Desktop Support specialist, experienced in supporting and mentoring a small team who possesses the following Technical Skills and Knowledge:
* Strong verbal and written communication skills including a demonstrated ability to build and maintain effective relationships through liaison, consultation, and information sharing.
* Excellent communication and interpersonal skills with strong attention to detail.
* Demonstrated leadership capability, including ability to mentor and develop a diverse team.
* Ability to diagnose complex, multi-layered ICT issues in high-pressure situations.
* Strong troubleshooting capability for hardware, software, network, video-conferencing and mobile technologies.
* Advanced knowledge of Windows and Cloud environments.
* Experience writing technical support documentation and user guides.
* Familiarity with ITSM concepts and Service Management systems (such as Ivanti, ServiceNow or equivalent).
* Experience providing Desktop Support services to Ministerial/SES staff (advantageous)
* Experience with assistive technologies (advantageous).
* Current driver’s licence with reliable transport (advantageous).
Cultural capability requirement
The department believes every role contributes to cultural safety and that building staff cultural capability helps us deliver better policies, programs and services for First Nations people and the broader Australian community. Candidates will be required to demonstrate their willingness to develop their cultural capability as part of the assessment process. In making it a requirement across all roles in our department, we are taking a practical step in delivering our commitments under the Our Stories on Country Agreement and the Diversity, Equity and Inclusion Strategy 2025–28.
As an APS 6 you will be expected to:
* Consider the cultural context and implications of work area outcomes.
* Engage respectfully with Aboriginal and/or Torres Strait Islander stakeholders, building trusted relationships.
* Communicate respectfully and seeks appropriate cultural input to inform decisions.
Eligibility
Eligibility requirements
Employment with the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts is subject to conditions prescribed within the Public Service Act 1999 including:
* Citizenship: candidates must be an Australian citizen at the time of submitting your application.
* Health Assessment : The preferred candidate may be required to undergo a medical examination conducted by the department’s preferred medical provider.
* Security Clearance: The successful candidate must be able to obtain and/or maintain a security clearance at Negative Vetting 1 Level. You must be willing to disclose all relevant and required information. You must have lived in Australia, or have a checkable background, for at least the preceding five years for Baseline Vetting clearances. More information on the security clearance vetting process is available on the Australian Government Security Vetting Agency (AGSVA) website.
* Police check : The successful candidate must satisfactory complete an Australian Federal Police criminal history check.
* Integrity and Performance check : The successful candidate must satisfy the requirements in an Integrity and Performance check which is completed by your most recent employer.
Notes
For more information about this role, including the type of person we are looking for and how to apply, please refer to the position description available by clicking the 'Apply Now' button.
Getting to know the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts
Our work connects and enriches every Australian community, underpins our economy and society, and empowers our regions. We provide policy advice and deliver programs, projects and services in the infrastructure, transport, communications, sport and arts sectors, supporting our regions, cities and territories. Our staff have the opportunity to work on high profile and diverse national projects that have a meaningful impact on the lives of all Australians. We seek people with a wide range of skills and competencies. Whether you write policy, deliver programs, projects or corporate services, or have experience in research, data or technology, we look for employees who are innovative, respectful and professional. We are an inclusive employer and promote, value and support diversity among our employees with the aim of ensuring our workforce reflects, respects and benefits from diverse communities including Aboriginal and/or Torres Strait Islander peoples, people with cultural and linguistic diversity, people with disability and LGBTQI+ people. We are committed to achieving gender equality and, in particular, supporting women’s progression into senior leadership.