ICT Support Team Leader (VPSG4)

Job posted: 14/09/2021
Applications close: 27/09/2021 (Midnight)
7 days remaining

7 days remaining

Job Description

Location: Melbourne | CBD

Job type: Full time

Organisation: Victoria Police

Salary: $88,955 - $100,930

Occupation: IT and Telecommunications

Reference: VG/E20042107

Reference: VG/E20042107

Occupation: IT and Telecommunications

Salary Range: $88,955 - $100,930

Work location: Melbourne | CBD

Are you a professional who wants to demonstrate your extensive ICT support and management skills?

Are you the type of person who values providing a world class service, maximise the availability of ICT systems and help organisations achieve their business outcomes? Do you have an obsession with excellence?

About the role:

This critical and highly influential role, based at the Victoria Police Centre, Melbourne CBD, will focus on providing an exceptional and professional Level 2 customer experience for all of Victoria Police employees and contractors. 

The role sits within the Digital Services and Security Department (DSSD). DSSD exists to deliver the Technology Products and Services that Victoria Police rely on all day, every day.

  • Key role to develop and optimise our Level 2 service support, integrating with outsourced service provider
  • Establish close working relations upstream and downstream ICT support services
  • Engage with vendors to ensure issues are resolved in a timely and comprehensive manner
  • Focus on our strategic objectives, delivering new and enhanced technology, and transforming the way
  • Uplifting the maturity of our service management processes and the platforms that underpin them



  • You will be part of a supportive and progressive team that supports and enables career development
  • Victoria Police is a contemporary and agile workplace and supports flexible working arrangements
  • Work in a complex, dynamic, challenging digital environment, delivering technology solutions to keep your community safe


Reporting to the Manager Service Support, your key accountabilities will include:

  • Develop and optimise service management processes and functions
  • Implement an efficient, effective integration of process to interface with internal and external suppliers
  • Ensure alignment of processes and service management tools and platforms
  • Ensure processes capture appropriate data and information to enable fact-based decision making
  • Lead a team to:
    • Install and configure computer hardware, software and, printers
    • Monitor and maintain computer systems and networks
    • Respond in a timely manner to service issues and requests
    • Provide technical support across the organisation (this may be in person or over the phone)
    • Repair and replace equipment as necessary
    • Assist with testing new technology
    • Train and mentor junior staff
    • Coordinate troubleshooting, support, and service for equipment and networks when necessary
    • Manage and assess the performance of staff members who specialise in support, and installation
    • Maintain familiarity with current and upcoming ICT equipment, services, and other developments
    • Uphold a sense of customer service and measures client satisfaction

As the successful applicant, you will have:

  • An Information Technology, Business, or related degree
  • Experience in IT service management
  • Experience defining and improving process to optimise value and minimise waste
  • Ability to cultivate productive working relationships, facilitate cooperation and partnerships
  • Exemplify personal drive, integrity and show personal courage
  • Communicate with influence and negotiate persuasively

Requirements and relevant information:

  • One (1) full time, ongoing position available.
  • VPSG4 salary range $88,955 - $100,930 p.a + super
  • Position located at Victoria Police Centre. 311 Spencer Street, Docklands.
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
  • The successful candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
  • The incumbent of the position may be required to be on stand-by/recall outside the ordinary hours of duty. Allowances will be paid in accordance with the relevant Victorian Public Service Agreement.

Your application must include:

  • Resume
  • Completed application form - attached to the job advertisement.

Applications close midnight, Monday 27 September 2021.

Please Note: All applications will need to be submitted through one of the following platforms; the Victorian Government careers website (Careers.vic), Job Skills Exchange (JSE) website or Seek.

Applications will not be accepted via other platforms or email.

For further information on this role please contact: Melissa Cooper on (03) 9963 4826 or via email melissa.cooper@clicks.com.au

If you have a disability/medical condition and require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirements/reasonable adjustment for the recruitment process, please contact VPS Recruitment via email VPSRECRUITMENT@police.vic.gov.au or on (03) 8335 8081.

About Us:

Victoria Police is a large organisation employing police, public servants and protective services officers. Victoria Police provides support to the community 24 hours a day, 365 days of the year. 

At Victoria Police our goal is for our workforce to reflect the diverse community we serve. We continually seek to attract and retain a diverse workforce which includes people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities and cultures including people of Aboriginal and Torres Strait Islander heritage. 

Find out what it is like working as a Victorian Public Servant for Victoria Police: https://www.police.vic.gov.au/vps

ICT Support Team Leader (VPSG4)

Job type:

Full time

Job classification:



Melissa Cooper | (03) 9963 4826

ICT Support Team Leader (VPSG4)