APS6 Systems Support Team Leader

About this role

The APS6 Systems Support Team Leader provides leadership, technical expertise and operational oversight to support the delivery of Contact Centre services and associated projects.

The role combines team leadership with project and technical delivery responsibilities, ensuring that systems, processes and services meet business needs, quality standards and stakeholder expectations. This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. The position contributes to the strategic direction of the branch by driving continuous improvement, fostering a culture of service excellence and collaborating across teams to achieve outcomes for job seekers and employers.

Responsibilities of the Systems Support Team Leader may include:

• Lead and support a team in a fast-paced service delivery environment, setting clear expectations and monitoring performance. • Foster a positive team culture that supports collaboration, accountability and continuous improvement. • Support staff to adapt to change and build capability in technical and operational processes. • Provide technical and operational oversight for Contact Centre systems and platforms, including troubleshooting, resolving issues and monitoring support channels. • Ensure systems, processes and services are delivered effectively and meet business requirements. • Ensure quality assurance activities are undertaken to maintain data integrity and system reliability. • Apply analytical and problem-solving skills to identify opportunities for innovation to improve processes, systems and service delivery outcomes. • Lead or contribute to projects, ensuring agreed objectives, timelines, standards and stakeholder expectations are met. • Support the full project lifecycle, including planning, implementation, monitoring and reporting. • Develop and maintain project documentation, including risk assessments, progress reports and supporting materials. • Build and maintain effective relationships with internal and external stakeholders. • Provide clear, timely advice and updates to senior management on project and operational performance. • Coordinate and facilitate meetings, workshops and cross team collaboration activities. • Use data and insights to inform decision making, identify issues and recommend solutions.