Agency Support Lead

Department of Finance; Canberra; On-site; AUD 120,000 - 150,000; Full time

Job summary

The Department of Finance is seeking an Agency Support Lead to oversee PDMS support services utilised across Commonwealth entities. You will lead a high-performing team, ensuring timely, customer-focused delivery and alignment with product objectives and stakeholders.

You will drive staff development, onboarding, incident management, and 24/7 on-call readiness while emphasizing security, continuity, and compliant governance of the government platform.

Qualifications

• Australian citizenship is required under the APS recruitment rules.
• Baseline security clearance required; ability to obtain/maintain security clearance.

Responsibilities

• Lead the delivery of PDMS support services, ensuring reliable operations and high-quality customer service.
• Manage and develop a team of product support specialists, including workload planning and capability development.
• Provide agency onboarding, training, technical advice, and ongoing stakeholder engagement to support successful adoption of PDMS.
• Oversee incident, problem, service request, escalation and access management processes.
• Support platform operations through monitoring, releases, security patching, production support, and vendor management.
• 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.

Job description

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

The Government Services Branch delivers a range of whole-of-government services, including:

• 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.

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 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

The Government Services Branch delivers a range of whole-of-government services, including:

• 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.

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.

The key duties of the position include:

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.

Eligibility

• 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.

Getting to know the Department of Finance

As a central agency of the Australian Government, the Department of Finance (Finance) plays an important role in assisting government across a wide range of policy areas to ensure its outcomes are met.Finance supports the government's ongoing priorities through the Budget process and fosters leading practice through the public sector resource management, governance and accountability frameworks. Finance plays a leading role in advising the government on many of its strategic priorities. We do this through our professional and considered approach to providing advice, developing policy, delivering services and engaging with our clients and stakeholders.Finance's key areas of focus are:- Budget- Business Enabling Services- Commercial- Governance and Resource Management