Agency Support Lead

Department of Education and Training of Australia; Canberra; On-site; AUD 131,000 - 159,000; Full time

Job summary

The Australian Government Department of Finance is seeking an Agency Support Lead to head the PDMS support team, delivering high‑quality, government‑wide support services for the Parliamentary Document Management System.

You will manage a skilled team, coordinate onboarding, training, incident response, and 24/7 on‑call coverage, while collaborating with agencies and stakeholders to align services with product objectives and compliance requirements.

Qualifications

• Experience leading support teams in a fast-paced service delivery environment.
• Ability to coordinate onboarding, training and ongoing stakeholder engagement.
• Understanding of government service delivery and security requirements.

Responsibilities

• Lead the delivery of PDMS support services with reliable operations and high‑quality customer service.
• Manage and develop a team of product support specialists, including workload planning and capability growth.
• Provide onboarding, technical advice and ongoing stakeholder engagement to support PDMS adoption.
• Oversee incident, problem, service requests, escalation and access management processes.
• Support platform operations through monitoring, releases, patching and production support.
• Contribute to security, compliance, business continuity, and Authority to Operate requirements.
• Develop operational reporting, stakeholder communications and support documentation.
• Support agency reporting obligations, audits and parliamentary business requirements.
• Participate in and oversee 24/7 on-call support arrangements for critical incidents.

Job description

ABOUT THE BRANCH

The Government Services Branch (GSB) delivers secure, innovative and whole-of-government services to Commonwealth agencies that support collaboration and information management across the Australian Government.

The branch is responsible for delivering and supporting a portfolio of critical government platforms and services, including secure collaboration environments, information management solutions and shared technology platforms.

Our Sections

• Business Enablement: Provides the strategic and operational functions that support effective branch delivery, including governance, workforce planning, procurement, stakeholder engagement and business operations.
• GovSolutions: Delivers business and information management solutions that streamline government operations and service delivery. The section is responsible for the Parliamentary Document Management System (PDMS).
• GovConnect: Delivers secure collaboration and digital platform services that enable government agencies to communicate, collaborate and share information across OFFICIAL and PROTECTED networks.
• Platform Strategy: Provides technology leadership, platform governance and service assurance across the branch, including architecture, security strategy, platform management, service establishment, standards and risk management.

Our Products and Services

• A secure inter-agency communication service that encrypts all nominated traffic, classified up to the PROTECTED level, between agency internet gateways.
• GovTEAMS: a comprehensive collaboration service that allows the government agencies to collaborate and connect with anyone in a secure environment.
• Parliamentary Document Management System (PDMS): a workflow management system designed to streamline records management across whole-of-government.
• GovPlace: a secure enclave (environment) rated to a ‘PROTECTED’ level, used by multiple agencies to access protected information and\or systems that do not have access to Protected rated network.

• Business Enabling Services Group / ICT (BES) Division / Government Services (BES/ICTD) Branch
• Executive Level 1 ($131,199 - $158,879) | Ongoing | Full-time
• Canberra, ACT

GovSolutions is responsible for the ongoing delivery, support and enhancement of the Parliamentary Document Management System (PDMS). The section comprises multidisciplinary teams including Agency Engagement, Product Management, Business Analysis, Development, Testing, and Support Services. Together, these teams are responsible for the design, delivery, support and ongoing enhancement of PDMS.

PDMS provides the commonwealth entities a secure and streamlined workflow management system for creating, managing, and coordinating ministerial, parliamentary and executive materials. Today, more than 90 commonwealth entities and companies actively use PDMS, supporting an average of 45,000 weekly active users, over 250,000 registered users, and the creation of more than 400,000 records each year. PDMS provides an end-to-end workflow, robust records management and audit capabilities, ensuring compliance, transparency and efficient management of information classified up to PROTECTED.

ABOUT THE OPPORTUNITY

As the Agency Support Lead, you will lead a high-performing team responsible for the delivery of support services for the Parliamentary Document Management System (PDMS), a critical whole of government platform used across Commonwealth entities and ministerial offices.

You will provide leadership and oversight of agency support operations, ensuring the delivery of timely, high-quality, and customer-focused services. This includes people leadership and management, business continuity planning, oversight of support arrangements, stakeholder engagement, and the ongoing development of the team's technical and customer support capabilities.

Working closely with agencies, internal stakeholders, and multidisciplinary teams, you will foster strong partnerships, drive continuous improvement, and ensure support services align with product objectives and customer needs. You will also mentor and develop team members, promoting a culture of collaboration, knowledge sharing, and service excellence. While the role is primarily focused on leading the Agency Support team, you will stay abreast of similar operations and service delivery initiatives across the branch, and may be required to contribute to other sections, products, or services as required.

This role is responsible for leading the delivery of support services to government agencies using the PDMS. To be successful in this role, you will have experience leading support teams or demonstrated leadership capability in a fast-paced service delivery environment.

You will be required to:

• Lead the delivery of PDMS support services, ensuring reliable operations, high-quality customer service, and achievement of service commitments.
• Manage and develop a team of product support specialists, including workload planning, capability development, and continuous improvement initiatives.
• Provide agency onboarding, training, technical advice, and ongoing stakeholder engagement to support successful adoption and use of PDMS.
• Oversee support operations, including incident, problem, service request, escalation, and access management processes.
• Support platform operations through system monitoring, releases, security patching, production support, and vendor management activities.
• Contribute to security, compliance, business continuity, disaster recovery, and Authority to Operate (ATO) requirements.
• Develop operational reporting, stakeholder communications, training materials, and support documentation.
• Support agency reporting obligations, audits, FOI requests, and parliamentary business requirements.
• Participate in and oversee 24/7 on-call support arrangements for critical incidents and maintenance activities.

DETAILED VACANCY INFORMATION

For detailed information about this role, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.

ELIGIBILITY ADVICE & CANDIDATE NOTES

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.
• Successful applicants will be required to undergo the process to obtain and maintain, or continue to hold the required security clearance level for the role as indicated in the downloadable job pack. All Finance staff are required to have a minimum baseline security clearance prior to commencement.
• We encourage and welcome applications from Aboriginal and Torres Strait Islander peoples, people with Disability, LGBTQI+ people, people from culturally and linguistically diverse backgrounds and mature aged people.

CONTACT INFORMATION

• For specific questions relating to this job vacancy (including requests for adjustments), please refer to the details on the contact officer located in the downloadable job pack.
• We can provide adjustments, including alternate formats of the application form, to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats or have an enquiry about the support provided, please contact the Recruitment team via [e-mail] or call [phone] between 8:30am - 5:00pm AEST Monday to Friday.
• For questions relating to the online lodgement of your application, please email the Recruitment team via [e-mail] or call [phone] between 8:30am - 5:00pm AEST Monday to Friday.