_{19th August, 2025}

Experience level
Lead - EL2 equivalent
Location of work NSW
Working arrangements Onsite
This vacancy is based in Lindfield and North Ryde, although flexible or remote work arrangements may be considered.
Maximum hours 40 hours per week
Security clearance Must be able to obtain Baseline
Job details
The Chief Information Officer Division (CIO Division) is an exciting, fast-paced division that drives the digital agenda for the Department. Leading the delivery of the department’s digital offerings, the CIO Division partners with business areas and stakeholders to:

• Realise the digital policy objectives of the Department
• Define the Departments digital landscape
• Drive the innovation and transformation of its IT services.

The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department, ensuring all staff in the department have access to stable and secure technology.
The NMI ICT Operations Team sits within ICT Operations and are responsible for delivering high level customer service and technical specialist support on a variety of technology and services to all staff across NMI and the department.
Key duties and responsibilities
The APS 6 NMI Desktop Support Team Lead is responsible for overseeing the day-to-day operations of the Desktop Support Team, including mentoring, and developing a team of Desktop Support Officers. The team are responsible for resolving technical issues, supporting end-users on various networks, working collaboratively with technical teams, and contributing to the continuous improvement of ICT processes. The NMI Desktop Support Team Lead will ensure their work aligns with the organisational ICT strategies and delivers high-quality service to the department. We are looking for an enthusiastic and reliable NMI Desktop Support Team Lead. Our ideal candidate will have:

• experience in leading and managing a technical support team, including coaching and mentoring team members.
• strong problem-solving skills with the ability to address complex or escalated issues across a wide range of end-user hardware and software.
  • proven experience providing Level 2 ICT Support, including triage and resolution of incidents, provisioning ICT equipment, and providing technical support for video conferencing systems.
  • excellent communication and interpersonal skills, with the ability to build relationships, collaborate with stakeholders, and provide constructive feedback.
  • excellent organisational and strategic thinking skills, experience managing competing priorities and drive continuous improvement initiatives.
  • demonstrated ability to identify knowledge gaps, implement documentation strategies and effective management of ICT knowledge articles.
  • experience with managing competing priorities and adapting to change within a service delivery environment.
  What you will do
  As the NMI Desktop Support Team Lead you will:
  
  • provide advanced technical support, lead, and manage, the NMI Desktop Support team.
  • oversee team operations and maintain a positive and collaborative work environment. coach and mentor team members to enhance their technical capabilities and support career growth.
  • provide Level 2 ICT support to department staff for desktop hardware, software, videoconferencing systems, peripheral devices across multiple NMI sites, and face to face onsite support.
  • provide support to the Desktop Support Team with tasks requiring provisioning and management of ICT equipment for staff and maintaining accurate record-keeping of the ICT asset register.
  • collaborate with Level 3 ICT teams (e.g. Networks, Servers and Infrastructure), including working with external vendors to coordinate hardware repairs, warranty services and system upgrades.
  • monitor and allocate team resources for BAU priorities, ICT tasks and incidents to meet service level agreements.
  • identify knowledge gaps within the team and oversee the development and maintenance of knowledge base articles for continuous improvement and auditing purposes.
  • lead the collaboration with enablement teams to resolve ICT incidents and deliver high-quality customer service to department staff.
  Criteria
  The buyer has specified that each candidate must provide a one-page pitch to address all criteria specified. This is equal to 5000 characters.
  Essential criteria
  1. Customer service support: Level 4 (SFIA): Monitors service delivery channels and collects performance data. Assists with the specification, development, research and evaluation of  service standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
  
  1. Incident management: Level 4 (SFIA): Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.
  2. Performance management: Level 4 (SFIA): Provides operational direction, support and guidance to assigned colleagues. Allocates routine tasks or project work, in line with team objectives and individual capabilities. Monitors quality and performance against agreed criteria to make learning recommendations or to escalate concerns. Coaches colleagues in developing target skills and capabilities in line with team and personal goals. Facilitates effective working relationships between team members.
  3. Quality assurance: Level 4 (SFIA): Plans, organises and conducts assessment activity and determines whether appropriate quality control has been applied. Conducts formal assessments or reviews for given domain areas, suppliers, or parts of the supply chain. Collates, collects and examines records, analyses the evidence and drafts all or part of formal compliance reports. Determines the risks associated with findings and non-compliance and proposes corrective actions. Provides advice and guidance in the use of organisational standards.
  4. Stakeholder relationship management: Level 4 (SFIA) Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

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