Support Specialist Team Leader

NDIS Quality and Safeguards Commission 1

Candidate Information Package

ICT Support Specialist Team Leader, ICT Operations

Job Reference Number 126_04/24

Position Title ICT Support Specialist Team Leader

Classification APS6

Status Ongoing

Salary Range $93,023-$104,558 + 15.4% Superannuation

Contact Person Ian Connolly

Contact Number (02) 4722 7***

Date Applications Open 17/4/24

Number of Vacancies 1

Division Corporate

Branch Chief Information Officer

Section ICT Operations

Location Penrith NSW

Contact Email ************@ndiscommission.gov.au

Date Applications Close 2 May 2024

About the NDIS Quality and Safeguards Commission
The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent

agency established on 1 July 2018 to improve the quality and safety of NDIS supports and

services. The Commission is the dedicated national regulator of NDIS service providers in

Australia and a non-corporate entity under the Public Governance, Performance and

Accountability Act 2013.

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The NDIS Commission’s core legislative functions are to:

• uphold the rights of, and promote the health, safety and wellbeing of, people with

disability receiving supports or services, including those received under the National

Disability Insurance Scheme

• develop a nationally consistent approach to managing quality and safeguards for people

with disability receiving supports or services, including those received under the

National Disability Insurance Scheme

• promote the provision of advice, information, education and training to NDIS providers

and people with disability

• secure compliance with relevant legislation through effective compliance and

enforcement arrangements, including through the monitoring and investigation

functions conferred on the Commissioner by legislation

• promote continuous improvement amongst NDIS providers and the delivery of

progressively higher standards of supports and services to people with disability

• develop and oversee the broad policy design for a nationally consistent framework

relating to the screening of workers involved in the provision of supports and services to

people with disability

• engage in, promote and coordinate the sharing of information to achieve the objects of

the relevant legislation, and

• provide NDIS market oversight, including:

i. by monitoring changes in the NDIS market which may indicate emerging

risk; and

ii. by monitoring and mitigating the risks of unplanned service withdrawal.

The NDIS Commission is a disability friendly organisation that offers interesting and

challenging roles. People with a disability are encouraged to apply for jobs in the

Commission.

Corporate Division

The Corporate Division is responsible for delivering all corporate service activities across the

Commission, and for advising on and supporting the strategic direction of the Commission.

The Corporate Division consists of the following functions:

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ICT Operations Team

The ICT Operations team partners with NDIS Commission personnel, government agencies

and third party suppliers to deliver effective and efficient ICT systems and services in

support of the Commission’s overall purpose. The ICT Operations team has a strong working

relationship with Services Australia, the National Disability Insurance Agency, the

Department of Social Services, the Department of Health and state-based Worker Screening

Units.

The ICT Operations team is responsible for:

• empowering NDIS Commission staff and providers in the use of the Commission

• managing and fostering strong positive relationships with the Commission’s ICT

• liaising with capability owners, ensuring new releases and updates to

• providing triage on all ICT Service Desk requests to smooth the process of dealing

• standard Operating Environment (SOE) and infrastructure support;
• procurement of all NDIS Commission ICT hardware;
• providing general ICT consultancy services and guidance to staff, enabling the

Key duties of the role

Reporting to the Assistant Director, ICT Operations, you will be responsible for overseeing

the operation of the ICT Support Specialist team. This position is a team leadership position

within the NDIS Commission and will have responsibility to resolve issues and risks across a

range of activities. It will provide resource and performance management, leadership,

planning, technical and operation support and decision making within the team. The Team

Leader role will liaise with a range of internal and external customers along with different

vendors

The role will include but not be limited to:

• assist with procedure enquiries for both internal and external stakeholder, either by

directly answering straight forward process questions or referring complex process

questions to the relevant internal business team;

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• assist in the use of ICT applications in the Commission, including training and user

support;

• provide SES and VIP support as a priority, either by resolving the problem or

escalating to the Managed Service Provider VIP service and follow through to

resolution;

• specialised support with enquiries in relation to desktops, laptops and smart phones

and including video conferencing and network hardware;

• work to improve the ICT Support Specialist team knowledge base via process

improvements and new documentation;

• supervise the ICT Support Specialist team and coordinate responsibilities;

• ensure timely completion of support calls by the ICT Specialist Support team;

• triage all technical issues raised, identify what additional information is required and

either solve the issue or escalate to the relevant resolver group;

• identify faults or performance issues in the business application systems and liaise

with internal teams or Managed Service Providers or vendors for rectification action;

• ensure all requests are accurately and effectively recorded, managed and owned

• act as an escalation point for unresolved or escalated requests and manage any

related complaints for ICT issues;

• maintain and/or develop ICT training materials and guides for the ICT Support team,

ensure these are followed and adhered to;

• identify staff training needs and individual and team development;

• provide input on incident and service request process and improvement

opportunities;

• provide specialist hardware support for Networking equipment, VCs, telephones,

mobiles, laptops, desktops, screens, cabling;

• assist with the organisation, management and review of ICT hardware procurement;

• for the Commission’s IT equipment - track, manage and maintain the asset register,

hardware requests and stock;

• assist with site set up and expansion;

• provide input and support to new services transitioning to production to ensure they

can be managed by the ICT Support team effectively;

• scan the market and identify IT products that may be applicable for use in the

Commission;

• ensure staffing coverage during standard operating hours by adjusting start/finish

• provide on the ground support across national footprint, as required; and

• assist with ICT Support tasks, as needed.
  

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Capability of our ideal candidate

Our ideal candidate will be a driven leader, whilst having a positive contemporary attitude
to people with disability and have the following capabilities:

• at least three years of ICT Service Desk Level 2 support experience and substantial

experience in using and supporting the Microsoft Office suite of software;

• proven ability to work through, and progress, work issues with limited direction;

• demonstrated strong leadership in operational environments;

• be flexible and adapt quickly to a changing environment;

• have high levels of integrity and professionalism;

• good understanding of the ITIL framework;

• good understanding of computing hardware and strong problem solving skills with

the ability to quickly and accurately troubleshoot issues;

• excellent customer service skills;

• ability to quickly establish, build and maintain relationships with internal and

external customers and vendors;

• experience leading, mentoring and coaching others; and

• experience working in government or providing services to a government agency and

knowledge and experience, would be beneficial.

Employment suitability requirements

All NDIS Commission personnel are required to meet employment suitability requirements
prior to, and throughout, their employment.

Pre-employment

To be considered in this role, candidates will need to:

• be an Australian Citizen;
• have a favourable National Police Check;
• have or be willing to obtain and maintain a Baseline Vetting security clearance.

Should business need arise, be willing to obtain and maintain a Negative Vetting
Level 1 or Negative Vetting Level 2 security clearance. See AGSVA website for more
details: Security | Sectors | Defence; and

• complete an NDIS Commission external influences and associations declaration form.
  

Ongoing suitability

NDIS Commission employees are required to comply with the APS Code of Conduct,
including to at all times behave in a way that upholds the APS Values and Employment
Principles, and the integrity and good reputation of the NDIS Commission and the APS.

The NDIS Commission completes regular internal screening, monitoring and assessments to
ensure all employees meet employment suitability requirements.

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How to apply

1. Applications are to be submitted online via the NDIS Commission current vacancies

page.

2. Submit a statement describing how your skills, knowledge, experience would make

you the ideal person for the role. Please ensure you address the Key Duties and

Capabilities of the ideal candidate in the statement. This statement can be up to a

maximum of 1,000 words.

3. Attach an up to date Curriculum Vitae (CV) and the contact details for two referees,

one of whom must be your current (or most recent) supervisor.

The assessment/selection process

The merit assessment process is chosen to suit the circumstances of the vacancy, the

business environment in which it operates and generally includes the following stages:

The application

Applicants provide written evidence of their skills, knowledge and experience supported by

relevant examples.

Shortlisting

Shortlisting is undertaken to identify the applicants with the strongest claims.

Further assessment

The selection panel (usually 2-3 people) acquires as much information as they consider

necessary. This may include contacting referees, undertaking an interview, a work sample

test and/or psychometric testing may also be included in the assessment. The contact

person for the vacancy is available to provide further information about which assessment

techniques will be used.

RecruitAbility

We participate in the Australian Public Service RecruitAbility Scheme to attract applicants

with disability by removing some of the barriers in recruitment and employment processes.

The scheme provides an opportunity for applicants with disability to progress to the next

stage in the selection process if they are assessed as meeting the minimum requirements of

the job. Disability is defined as ‘current limitation, restrictions or impairment, which has

lasted, or is likely to last, for at least six months and restricts everyday activities. More

information about RecruitAbility can be found at:

www.apsc.gov.au/priorities/disability/recruitability.

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Aboriginal and Torres Strait Islander peoples

We recognise the richness of Aboriginal and Torres Strait Islander cultures and the unique

knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy

development and service delivery. We welcome and encourage applications from Aboriginal

and Torres Strait Islander peoples.

Merit Pool

A merit pool may be created and utilised within 18 months from the date this vacancy was

advertised on APSJobs.