Delivery & Support Team Leader (El1) – End User Computing

• Salary: $117,593 - $135,935 (plus 15.4% superannuation and allowances)
• Location: Canberra
• Permanent; full-time hours, office-based work predominantly

The Australian Bureau of Statistics (ABS) is looking to fill the role of Delivery & Support Team Leader (EL1), End User Computing, responsible for building, delivering and maintaining the ICT platforms that enable the ABS to produce and share Australia’s official statistics.

About the role

As a Lead, you’ll work with ABS business areas, stakeholders and vendors to strengthen technical capability, guide ICT professionals, manage risks, resolve critical issues and drive strategic IT outcomes.

We’re seeking an experienced service manager to lead the team through change, drive continuous improvement, and ensure high quality outcomes. This role is central to optimising end user support and experience while maintaining cybersecurity and regulatory compliance.

The following are some of the technologies/practices used across the division that may be relevant to this role:

• Microsoft 365 Services, Citrix and Microsoft Virtual Desktops Infrastructure (VDI) - cloud based or on-premises, endpoint management using Microsoft Configuration Manager and Microsoft Intune, Active Directory and Group Policy.
• Hardware deployment and maintenance (laptops, desktops, mobile devices) including Asset Lifecycle Management.
• Configuration and support for networked MFD’s including Print Management Solution.
• Level 2/3 onsite and remote support for Windows OS and applications.
• Provision and support for ICT assistive technologies.
• Facilitation for office refits, including workstation and meeting room ICT end user hardware.
• Vendor engagement and management.
• ITIL & ITSM best practices using ServiceNow.

In accordance with the APS Executive Level 1 profile, you will have the following key responsibilities:

• Lead the Delivery and Support Team and working with other IT teams to achieve and deliver ABS’ ICT goals. This includes maintaining a service-oriented culture within the team.
• Lead the onsite and remote user support functions, ensuring a high level of customer service and satisfaction in end user computing solutions.
• Lead the purchase, provision and management of end user assets (hardware).
• Drive the End User Device strategy and contribute to the End User Computing strategies that support the ABS's strategic and operational objectives, improving end user experience.
• Collaborate with ICT stakeholders to manage critical incidents and escalations for end users.
• Foster a culture of collaboration, knowledge sharing, and accountability within the End User team, promoting professional development and growth opportunities for team members.
• Contribute to the implementation of Service Management and End User Support improvement initiatives, including knowledge management and ticket management in ServiceNow.
• Demonstrated ability working with IT best practice based on ITIL.
• Works closely with other End User Computing Section teams, other ABS Business partners, application development teams and strategic vendors to deliver an optimum user experience, within a complex compliant security framework.

Note: This role will require the occupant at times to lift, carry and install ICT hardware.

For more information about the team please read the attached