Assistant Director End User

About the role

The Australian Financial Security Authority (AFSA) is the government agency responsible for providing improved and equitable financial outcomes for consumers, business, and the community through application of bankruptcy and personal property securities laws, regulation of personal insolvency practitioners, and trustee services.

The Technology Services division’s aim is to ensure that cutting-edge technologies are employed in alignment with industry best practices, resulting in a secure, efficient, and innovative IT environment. Our efforts are geared towards seamlessly supporting the organisation's core functions, optimising operational processes, and enabling the achievement of strategic objectives.

The End User team plays a pivotal role in our Infrastructure Team, supplying and managing of staff productivity enablers including fixed and mobile devices, standard operating environment, collaboration and sharing solutions.

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 AFSA 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.

Key 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:

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

Skills and Capabilities

In addition to the broader capabilities outlined above, AFSA is also seeking candidates who possess the following job specific skills and attributes, aligned to the APS core capability framework.

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.

Qualifications, accreditations and experience 

• 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):

-Windows Client (Windows 10 / 11)

-Azure Virtual Desktop

-Microsoft 365 Suite

-InTune / SNOW / Software Deployment

-Windows Defender / Ivanti

-iOS Devices / Mobile Device Management

-Printers

-Client Hardware (Laptops / Mobile Phones / Desk environment)

-Office Meeting Room

Why AFSA? 

You will enjoy excellent conditions including:

• generous superannuation (15.4%).
• hybrid working environment.
• a modern work environment.

We are a workplace committed to providing an environment that values diversity and supports staff to reach their full potential.

We encourage applications from Indigenous Australians, people from culturally diverse backgrounds and people with disabilities.

 At AFSA we encourage every employee to balance their family commitments and personal interests with flexible working options.

 Eligibility:

Please note that this opportunity is open only to Australian Citizens.

The successful applicant must have or be willing to undergo and maintain a security clearance to the level of Baseline Vetting as a condition of employment.

 To satisfy character requirements all AFSA employees must undergo a police records check.

Where a person has received a redundancy benefit from APS agency employment and their corresponding redundancy benefit period has not expired, they may be ineligible for employment.

How to apply? 

The closing date for this position is 11:59PM AEST Friday 31 May 2024.

 Applications for this vacancy are submitted online through theAFSA Careers Portal.

If accessing the AFSA careers portal for the first time you will need to register. You will receive a confirmation email with a link to confirm your registration. Make sure to check your Junk folder if you don't see this email in your Inbox. Please note that the registration process only needs to be completed one. 

Once you have confirmed your registration, to complete your application, you need to:

• Click the 'Apply' button below which will open the AFSA careers portal.
• Provide evidence in the education/qualifications section of your application, if applicable  
• Complete a short questionnaire (mandatory).
• Attach your resume and statement of claims (cover letter 1-pages) addressing the skills and capabilities and required qualifications, accreditations, and experience outlined in the position description (mandatory)
• Provide the full name, employer, and contact details of at least two referees, one of which must be your current or most recent manager.
• Ensure that all mandatory fields (marked with a red banner) are completed.

Applicants who fail to provide the above requested information, will not be assessed by the selection panel.