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Assistant Director End User

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Estimated Start Date: TBC

Position Type: Ongoing-Full time

Location: Sydney, Melbourne, Canberra, Brisbane, Adelaide, Hobart

Working Arrangements: Hybrid-TBC

Security Clearance: Baseline

Purpose of the position

The Assistant Director End User is a technology leader, that will deliver positive and high standard end user experience within the day-to-day technology activities across the Department's organisation. This is an exciting opportunity to lead, support and work in a collaborative team that is delivering a key priority for government.

You will be a high performing leader with a track record of delivering a high level of customer service and support. You will work to collect and understand the business requirements and identify how end user technologies can enable the business.

As you will be working in a geographically dispersed team, you will have strong capabilities in managing work and people remotely and remain connected to your team. You will be responsible for ensuring the delivery of end user support across each office and remote locations.

Additionally, you remain forward-thinking, keeping a watchful eye on emerging technological trends to ensure the organisation remains innovate and enhances its technology solutions in a secure and compliant manner.


Accountabilities

  • Lead technology team of End User Engineers and End User Analysts, providing direction, guidance, and support in the design, implementation, and operation of end user environments, ensuring alignment with organisational goals and objectives
  • Lead onsite and remote user support, ensuring high level of customer service and satisfaction in end user solutions, end user asset management (hardware/software), purchasing and provisioning.
  • Manage critical incidents and escalations for end users, including C-Suite executives.
  • Collaborate with business, enterprise architecture and technology leadership team to develop, maintain and implement technology roadmap.
  • Lead and collaborate in technology projects, including Windows Client version migrations, new M365 functionality and security toolsets.
  • Sustain and enhance the security and compliance of technology to meet organisation standard, ISM, Essential 8 and DTA Blueprints.
  • Maintain and improve documentation of resolutions and operating procedures, to work towards root cause analysis and continuous improvement.
  • Foster a culture of collaboration, knowledge sharing, and accountability within the End User team, promoting professional development and growth opportunities for team members.


All duties will be performed in accordance with:

  • the APS Values, Code of Conduct and Employment Principles
  • WHS obligations, taking responsibility for own health and safety and that of others
  • Federal Department's risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.

Qualifications, accreditations and experience

Essential

  • Tertiary qualifications in Information Technology or relevant industry experience
  • 3+ years in a leadership role managing an Information Technology team or in a senior end user support role
  • Certifications in end user computing (ITIL / Microsoft 365 / Azure) are highly desirable
  • Practical knowledge of accountable technologies and implementation / operational support strategies
  • Technology Accountabilities include (but not limited to):


o Windows Client (Windows 10 / 11)
o Azure Virtual Desktop
o Microsoft 365 Suite
o InTune / SNOW / Software Deployment
o Windows Defender / Ivanti
o iOS Devices / Mobile Device Management
o Printers
o Client Hardware (Laptops / Mobile Phones / Desk environment)
o Office Meeting Room

Core skills and capabilities

Sustains a user-centred approach to design and deliver better services

  • Gains an authentic understanding of a person’s experience and needs through collaboration and curiosity.
  • Uses and shares this understanding to inform collaborative service offering.
  • Embraces ambiguity and is curious, works with users to identify a solution which provides value.

Fosters a service culture

  • Keeps people at the centre of thinking, decisions and actions, including internal systems and processes
  • Demonstrates empathy, curiosity and listens deeply to understand a person’s context, challenges and needs


Engages people to build productive relationships

  • Acts with honesty, integrity and respect in dealings with others.
  • Is willing and able to understand others' perspectives.
  • Sets and manages expectations to achieve positive outcomes.


Effectively manages contracts and projects

  • Plans, procures and prepares projects, programs, contracts and/or cases in a timely and accurate manner.
  • Engages effectively with stakeholders to negotiate, develop and implement projects, programs, contracts and/or cases.
  • Manages and assesses stakeholder needs, mitigates risks and builds stakeholder relationships


Operates efficiently to achieve business outcomes

  • Takes a flexible approach to planning in order to meet changing circumstances and considers the impact on others.
  • Manages human and financial resources, planning and risk management activities with integrity
  • Considers the broader, long-term implications of actions including the impact on governance, finance and technology as well as social and environmental considerations

Applies digital dexterity

  • Demonstrates commitment to explore, learn and adopt new technologies and ways of working, to achieve better business outcomes.

Drives innovation and continuous improvement

  • Constructively challenges and questions status quo with a view to continually improving the way we work.
  • Explores and works with new ideas that will benefit our stakeholders.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Jericho Martinez on 61 3 8628 2103 for a confidential discussion.

Contract Type: FULL_TIME

Specialism: Information Technology

Focus: Software development / testing / engineering

Industry: IT

Salary: Hybrid

Workplace Type: Hybrid

Experience Level: Director

Location: Canberra

Job Reference: 1974310/001

Date posted: 21 May 2024

Consultant: Jericho Martinez

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