Verified Job
Jobs
APS6 - Senior Technical Lead - IT Premier Support, Strategy
Jobs
#712576
Full Time
Job Description
Contact Officer:
Bryce Whitfield on bryce.whitfield@infrastructure.gov.au 02 6136 6073
Closing Date:
11.59pm AEST, Thursday 16 April 2026
We actively seek to reflect the diversity of the Australian community in our workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability and/or who are neurodivergent, people from culturally and linguistically diverse backgrounds and members of the LGBTQIA+ community, including people of all genders and gender identities. We uphold gender equality as a core organisational value. If you’re interested in the role but feel uncertain, we still encourage you to apply if you feel your passions, transferable skills and valuable experience align with this position.
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.
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.
RecruitAbility minimum requirements
The Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts is committed to supporting the employment and career development of people with disability. Our participation in APS RecruitAbility means we will progress an applicant with disability to a further stage in the recruitment process, where they opt into RecruitAbility and meet the minimum requirements for the vacancy.
You will be asked to indicate if you wish to opt into RecruitAbility in the application form. You must tick the 'opt in' box to participate in RecruitAbility. Simply declaring that you have a disability will not automatically include you.
We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please advise in the application form or the contact officer if you need any adjustments made.
The minimum requirements for this role include:
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.
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).
More information can be found at RecruitAbility scheme: A guide for applicants Australian Public Service Commission.
What else can we offer?
We are dedicated to fostering personal and professional development, empowering individuals to set goals, acquire new skills, and cultivate unique qualities that define who they are. We believe that this not only leads to a more fulfilling and happier life but also enhances the overall quality of our work. Some of the benefits we offer include:
Access to our study Assistance Program that provides paid leave and financial support for you to undertake courses of study that contribute to the improvements of your professional skills and knowledge relevant to our work and broader Australian Public Service.
Through our investment in learning and development opportunities, and a positive performance culture, we provide diverse career pathways for our people to enable their mobility and adapt in a rapidly changing world.
Improve your leadership skills, through the department’s Professional Coaching Scheme and tailored leadership opportunities for staff members.
We offer generous leave entitlements of 20 days personal circumstances leave per year, with one month’s accrual of leave credited on commencement and 150 hours of paid annual leave (based on a full-time employee), plus a range of other miscellaneous leave options to support you.
Join our department and embark on a journey of growth, fulfillment, and well-being. Experience personal and professional development, prioritise your health, and be part of a vibrant and positive culture that empowers individuals and drives exceptional performance.
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.
Timeline and assessment
A selection panel will be established to assess your suitability against the advertised role.
If a merit pool is established it will be valid for 18 months from date it first appeared in the APS Gazette.
Applications open: 2 April 2026
Applications close: 16 April 2026
Application shortlisting: 23 April 2026
Further assessments: Week starting 4 May 2026
Selection report finalised: Week starting 18 May 2026
Offers and announcements: Week starting 25 May 2026
The above is indicative only, please reach out to the contact person if you have any questions on the recruitment process or timeframes.
Your application will be assessed against the requirements of the job and the Work level standards. Once the entire applicant pool has been assessed, the panel will create a shortlist of applicants. If your application is shortlisted, you may be asked to undertake further assessment, this may include, interviews, and reference checks.
How to apply
Applications for this opportunity close at 11.59pm AEST, Thursday 16 April 2026
In applying for this position, you are not required to address individual selection criteria. Rather, you should provide in a PDF document a statement of no more than one page outlining your background, capabilities and experiences, and how these align with the advertised role.
You should also provide a tailored CV in PDF, no more than two pages. The capabilities and behaviours required to be successful for this role are identified in the ‘Who are we looking for’ section.
Your application should be received through the department’s online recruitment system. Applications via Indeed will not be accepted.
If you experience any issues with the system please contact the recruitment team on 02 6136 8989 or via email at recruitment@infrastructure.gov.au to discuss an alternative way to submit your application.
Please advise the contact officer if you require adjustments during the recruitment process. We recognise and value diversity as our strength and promote a culture of inclusion to enhance our work performance and the wellbeing of our employees. We are committed to systems that are accessible, inclusive and safe for all. If you need any further information about accessibility and inclusion at our department, please contact DiversityandInclusion@infrastructure.gov.au.
Work with us. Apply now!
Bryce Whitfield on bryce.whitfield@infrastructure.gov.au 02 6136 6073
Closing Date:
11.59pm AEST, Thursday 16 April 2026
We actively seek to reflect the diversity of the Australian community in our workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability and/or who are neurodivergent, people from culturally and linguistically diverse backgrounds and members of the LGBTQIA+ community, including people of all genders and gender identities. We uphold gender equality as a core organisational value. If you’re interested in the role but feel uncertain, we still encourage you to apply if you feel your passions, transferable skills and valuable experience align with this position.
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.
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.
RecruitAbility minimum requirements
The Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts is committed to supporting the employment and career development of people with disability. Our participation in APS RecruitAbility means we will progress an applicant with disability to a further stage in the recruitment process, where they opt into RecruitAbility and meet the minimum requirements for the vacancy.
You will be asked to indicate if you wish to opt into RecruitAbility in the application form. You must tick the 'opt in' box to participate in RecruitAbility. Simply declaring that you have a disability will not automatically include you.
We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please advise in the application form or the contact officer if you need any adjustments made.
The minimum requirements for this role include:
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.
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).
More information can be found at RecruitAbility scheme: A guide for applicants Australian Public Service Commission.
What else can we offer?
We are dedicated to fostering personal and professional development, empowering individuals to set goals, acquire new skills, and cultivate unique qualities that define who they are. We believe that this not only leads to a more fulfilling and happier life but also enhances the overall quality of our work. Some of the benefits we offer include:
Access to our study Assistance Program that provides paid leave and financial support for you to undertake courses of study that contribute to the improvements of your professional skills and knowledge relevant to our work and broader Australian Public Service.
Through our investment in learning and development opportunities, and a positive performance culture, we provide diverse career pathways for our people to enable their mobility and adapt in a rapidly changing world.
Improve your leadership skills, through the department’s Professional Coaching Scheme and tailored leadership opportunities for staff members.
We offer generous leave entitlements of 20 days personal circumstances leave per year, with one month’s accrual of leave credited on commencement and 150 hours of paid annual leave (based on a full-time employee), plus a range of other miscellaneous leave options to support you.
Join our department and embark on a journey of growth, fulfillment, and well-being. Experience personal and professional development, prioritise your health, and be part of a vibrant and positive culture that empowers individuals and drives exceptional performance.
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.
Timeline and assessment
A selection panel will be established to assess your suitability against the advertised role.
If a merit pool is established it will be valid for 18 months from date it first appeared in the APS Gazette.
Applications open: 2 April 2026
Applications close: 16 April 2026
Application shortlisting: 23 April 2026
Further assessments: Week starting 4 May 2026
Selection report finalised: Week starting 18 May 2026
Offers and announcements: Week starting 25 May 2026
The above is indicative only, please reach out to the contact person if you have any questions on the recruitment process or timeframes.
Your application will be assessed against the requirements of the job and the Work level standards. Once the entire applicant pool has been assessed, the panel will create a shortlist of applicants. If your application is shortlisted, you may be asked to undertake further assessment, this may include, interviews, and reference checks.
How to apply
Applications for this opportunity close at 11.59pm AEST, Thursday 16 April 2026
In applying for this position, you are not required to address individual selection criteria. Rather, you should provide in a PDF document a statement of no more than one page outlining your background, capabilities and experiences, and how these align with the advertised role.
You should also provide a tailored CV in PDF, no more than two pages. The capabilities and behaviours required to be successful for this role are identified in the ‘Who are we looking for’ section.
Your application should be received through the department’s online recruitment system. Applications via Indeed will not be accepted.
If you experience any issues with the system please contact the recruitment team on 02 6136 8989 or via email at recruitment@infrastructure.gov.au to discuss an alternative way to submit your application.
Please advise the contact officer if you require adjustments during the recruitment process. We recognise and value diversity as our strength and promote a culture of inclusion to enhance our work performance and the wellbeing of our employees. We are committed to systems that are accessible, inclusive and safe for all. If you need any further information about accessibility and inclusion at our department, please contact DiversityandInclusion@infrastructure.gov.au.
Work with us. Apply now!
