About Digital Services
Digital Services sits within the Ngurra Transformation Group. Digital Services has three core teams (Development Services, ICT Operations, ICT Security & Infrastructure, and Information & Data Governance) that work together under the direction of the Chief Information Officer to provide a secure, flexible, and modern ICT capability allowing AIATSIS to take full advantage of digital capabilities whilst providing a stable and mature platform to deliver its day-to-day operations. The section also leads digital transformation initiatives from start to finish for AIATSIS ensuring that the agency excels in providing cutting-edge services to our customers, such as the modernising and transformation of our existing educational platform to constructing secure, transformative digital experiences and galleries.

About the Role
We are looking for our next ICT Operations Manager.
Reporting directly to the Chief Information Officer, you will ensure reliable systems operation, core service support and great customer experience for internal and external stakeholders whilst coaching and mentoring a small team of dedicated ICT service professionals. As a smaller ICT team, but with the same remit as many other government departments, the role of ICT Operations Manager, provides an exciting opportunity to any suitably experienced candidate wanting to gain greater breadth of knowledge, exposure to a wider range of functions in a solution focused digital environment to build their own skills and capability.
Our ideal candidate will have a strong technical background in all facets of ICT operations from incident/problem management, to ICT service desk support, as well as significant experience in managing and continually implementing best practices relating to M365. The ICT Operations Manager will also be an adept and highly experienced manager with exemplary written negotiation skills and take carriage for the continual development of a small but capable service desk team, they will have a keen eye for detail and commitment to delivering high quality solutions for internal and external stakeholders.
Key responsibilities of the role include:

• manage the ICT Operations team, specifically Service Desk coverage during AIATSIS business hours
• provide strategic advice to the Chief Information Officer and ICT leadership team on all matters relating to the sustainment of reliable operation of ICT systems and matters related to your role.
• support the Chief Information Officer in effective Information and Records Management of institute resources through compliance with the Archives Act 1983 and vendor management of the AIATSIS chosen EDRMS (Records365).
• manage the performance and outcomes of your team ensuring the development, mentoring and coaching of junior staff.
• ensure commitment to and delivery against agreed timelines and service level expectations both within the team and with our stakeholders.
• establish and manage contracts and engagements with external ICT partners, vendors and service providers.
• manage the Digital Services change and communications function including implementation and management of a robust Change Advisory Board (CAB) process for Digital Services and providing communication to AIATSIS staff to advise on operational issues, outages, system degradation etc.
• establish, streamline and ensure efficient cost-effective delivery of processes and procedures to ensure that each stakeholder gets the same great experience from start to finish.
• manage the ongoing implementation and best practice of M365 and ongoing user training and support, including Teams, channels and SharePoint / O365.
• manage system access and perform system administration tasks applicable to the level of the role using Active Directory, Microsoft Entra and Microsoft 365 Admin centres.
• manage the ICT asset lifecycle inclusive of the Asset Impairment register and recently deployed Jira Asset management tooling.
• support a range of commercial and specialized software used throughout AIATSIS including specialised Digital Technician equipment.
• manage system access and support system administrators as required.
• manage jobs, record details and resolve issues using an IT Service Desk and Ticketing system.
• provide guidance to stakeholders, enforce and adhere to ICT policies, procedures and technical issues.
• provide TCO365 (Telstra Calling) administration.

Our Ideal Candidate
To be successful in the role, you will be a solution focused, dynamic team leader with expertise in solving complex business issues, with well-developed communications skills, including the ability to convey complex issues concisely and the ability to build effective mutually beneficial working relationships. You will be someone who can thrive in a fast-paced technical environment with limited direction.
-You will come with the following skills, experience and attributes:

• tertiary qualifications in ICT and/or significant >3 years  demonstrated practical experience in an ICT environment undertaking management responsibilities for an operational/service delivery function.
• extensive experience managing, coaching and developing staff within small to medium sized ICT team.
• model and perform the behaviours and capabilities laid out in the APS Integrated Leadership System (ILS) for an EL1.
• extensive experience supporting operating systems, software, and devices whether hosted locally or cloud-based, particularly Microsoft Platforms including Windows Server, Windows 11, Microsoft 365 and Microsoft Exchange, SharePoint, Jira and print servers.
• extensive experience supporting Microsoft Intune and/or other endpoint management solutions.
• extensive experience supporting other common business systems, equipment and ICT enabled functions such as smart devices, video conferencing, mobile phones, network drive mapping, onboarding / offboarding, distribution lists and Bitlocker recovery.
• basic knowledge and awareness of ICT Infrastructure and Networking.
• knowledge and awareness of current Cybersecurity requirements for the Australian government.
• significant degree of analytical and critical thinking skills as well as the ability to effectively escalate issues when necessary.
• significant demonstrated experience in a customer facing ICT support role with exceptional written and verbal communication skills.

Cultural Capability
Roles at AIATSIS require candidates to understand the issues affecting Aboriginal and Torres Strait Islander peoples, and proven culturally appropriate engagement and communications skills. The nature of this role requires the candidate to consistently demonstrate the following specific cultural capabilities:

• understands Aboriginal and Torres Strait Islander business with the agency and the outcomes the agency is responsible for delivering
• engages with Aboriginal and Torres Strait Islander employees in a sensitive and equitable manner.
• takes the perspective of others, seeking to understand Aboriginal and Torres Strait Islander peoples’ points of view and experiences.
• encourages and draws on different cultural experiences and knowledge.

AIATSIS embodies Yindyamarra in everything we do.

Contact
If you have any questions about the role, you can contact Michael Burn on 02 •••• •171 or mic•••••••••@aiatsis.gov.au