Ict Operations Lead
Classification: APS Level 6
Salary: $98,506-$111,701
Up to 12 months (non‑ongoing, temporary transfer or higher duties)
About the Team
The Information Technology (IT) Services Technology and Procurement Team maintains, delivers and supports a diverse program of work for internal stakeholders. The team works collaboratively with business areas and service providers to deliver secure, fit-for-purpose, enterprise ICT services that enable the Commission’s work. The team’s responsibilities include ICT strategy, governance, project delivery, information security, cyber security, IT operations and procurement policy and compliance. The team also ensures ICT-related physical and personnel security requirements are met in line with the Protective Security Policy Framework (PSPF). The team develops and manages ICT policies, agreements, and planning frameworks and oversees various shared services arrangements used by the department.
About the Role
Reporting to the Assistant Director – ICT Strategy, Operations & Service Delivery, the APS6 ICT Operations Lead manages day-to-day ICT operational delivery, with responsibility for onboarding/offboarding, security clearance administration, asset and licence lifecycle, and service performance reporting. The role supervises junior staff, drives service improvement using ITSM practices, coordinates major incidents and problem management, and ensures Standard Operating Procedures and controls align with PSPF/ISM requirements.
Key Responsibilities:
· Plan and oversee ICT onboarding/offboarding ensuring timely day-1 readiness and secure exits.
· Lead security clearance management (sponsorships, tracking, auditing, reporting, invoicing) and liaison with the Commission’s Shared Service Provider.
· Supervise staff; set work plans, coach and quality-assure outputs.
· Manage Service Desk Workflows, Onsite support and operational SLA performance.
· Coordinate major incidents and drive problem management and RCA follow-ups in conjunction with relevant Assistant Directors, depending on incident type.
· Oversee user access administration under PSPF/ISM aligned SOPs; escalate exceptions.
· Manage asset lifecycle (stocktakes, disposals, reconciliations) and SaaS licence hygiene.
· Maintain operational SOPs, runbooks, knowledge articles and deliver training refreshers.
· Produce dashboards and reports on service, clearances, assets and risks for governance.
· Identify and implemented continuous improvement opportunities.
Key Capabilities:
· Strong ITSM operational leadership with excellent coordination and follow-through.
· Knowledge of onboarding/offboarding access control basics and clearance processes.
· Data-driven approach to SLAs, reporting and service improvement.
· Clear, confident communication with stakeholders and vendors.
· People leadership – coaching, feedback, and quality management.
· Understanding of PSPF/ISM operational controls.
Experience:
Essential: Experience in ICT service operations and/or security administration in government or regulated environments.
Desirable: ITIL Foundation (or higher) Microsoft 365 fundamentals, familiarity with PSPF/ISM controls, Tertiary and/or postgraduate qualifications in ICT or business or relevant formal training.
Security Clearance NV1
If this sounds like you please hit " APPLY NOW" or reach out directly to Lucy.blumer@emenatetechnology.com.au
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
