Support Lead

About Us  

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government.  We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.  We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.    

You can find out more about our Ministers, leadership and entities here: Department of Government Services.   

About the Group 

The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery.  

About the Role  

Support Lead owns and manages support services for CALG digital platforms, leads the CAV Digital Services Team, oversees the triage and resolution of incidents and requests, and works closely with stakeholders to ensure high-quality service delivery and continuous alignment with IT service management practices. 

Key Accountabilities 

• Lead and mentor a team of Technical Specialists and Administrators supporting a diverse range of CAV services. 

• Act as the key technical liaison for senior stakeholders, managing requests, incidents and service issues. 

• Proactively communicate platform updates, outages and incidents to relevant stakeholders. 

• Manage escalations and complex issues, ensuring timely resolution and minimising SLA breaches. 

• Drive continuous improvement by addressing root causes, promoting best-practice support, and developing team skills and capabilities. 

About You   

To be successful in this role, you will need to possess the following attributes: 

• Lead, coach and motivate support teams across Microsoft platforms, including Dynamics, Azure and application development tools. 

• Effectively manage workloads, prioritisation and resource allocation using modern service management tools. 

• Demonstrate strong conflict resolution and performance management skills. 

• Deliver high-quality customer support, with a strong focus on user satisfaction and service outcomes. 

• Investigate and resolve complex technical issues while communicating clearly and confidently with diverse audiences. 

This role is an ongoing position and is only open to applicants with relevant rights to work in Australia.   

For more information, please see the  Position Description.  

How to apply   

Apply before the advertised closing date 11:59pm on 27 August 2026. All applications should include:    

·       a resume; and    

·       a cover letter which addresses the key selection criteria (within three pages).  

Other relevant information  

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.  Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.