Lead Support Engineer

Bureau of Meteorology; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

The Bureau of Meteorology is seeking a Lead Support Engineer to head the End User Computing services in the Melbourne Office. You will oversee two Senior Support Engineers and two Support Engineers, delivering ICT support and resolving complex incidents.

Reporting to the End User Services National Manager, you will drive service performance, stakeholder engagement, asset management, and continuous improvement of customer-facing support.

Qualifications

• Experience leading ICT/end-user computing support teams.
• Proven ability to coordinate multiple engineers and manage incidents.

Responsibilities

• Provide day-to-day leadership and supervision of a team of Senior Support Engineers (APS6) and Support Engineers (APS5).
• Coordinate workload, resource planning, and priority setting to ensure effective service delivery.
• Lead the delivery of end-user support services and ensure incidents and service requests are resolved within SLAs.
• Provide hands-on technical expertise for complex issues requiring advanced troubleshooting.
• Engage with stakeholders to improve service quality and customer experience.

Job description

The Lead Support Engineer is part of the End User Services (EUS) function within Technology Operations at the Bureau of Meteorology and is responsible for leading the delivery of End User Computing (EUC) services across the Melbourne Office.

The role is responsible for leading and coordinating an ICT support team comprising two Senior Support Engineers (APS6) and two Support Engineers (APS5) to deliver effective and customer-focused ICT services. The position also undertakes technical work, including the diagnosis and resolution of complex incidents and high-priority service requests.

Reporting to the End User Services National Manager, the role is accountable for the operational leadership of end user services within the Melbourne Office, including service delivery outcomes, workforce management, stakeholder engagement, ICT asset management, and the continuous improvement of customer-facing support services.

The key duties of the position include:

People Leadership and Workforce Management

• Provide day-to-day leadership and supervision of a team of Senior Support Engineers (APS6) and Support Engineers (APS5), including work allocation, workload management, and priority setting to ensure effective delivery of ICT support services.
• Develop team capability through coaching, mentoring, knowledge sharing, and performance management, fostering a collaborative and high-performing team culture.
• Contribute to workforce planning, resource management, and capability development activities to meet current and future service delivery requirements.

Service Delivery and Operational Oversight

• Lead the delivery of end user support services within the Melbourne Office, ensuring incidents, service requests, and operational activities are managed effectively and resolved within agreed service levels.
• Monitor service performance, workload trends, and customer experience outcomes, implementing improvements to enhance service quality, efficiency, and user satisfaction.
• Provide operational leadership during major incidents, service disruptions, and priority support activities, coordinating resources and stakeholder communications as required.

Technical Leadership and Escalation

• Provide hands-on technical expertise for complex, high-priority, or sensitive issues requiring advanced troubleshooting and resolution.
• Act as the primary escalation point for the Melbourne Office environment, coordinating with technology teams and service providers to achieve timely and effective outcomes.

Stakeholder Engagement and Customer Experience

• Build and maintain productive relationships with business stakeholders, users, technology teams, and executive support customers.
• Act as the local point of contact for service-related matters, ensuring customer needs and operational priorities are appropriately balanced.
• Collaborate with stakeholders to identify service improvement opportunities and support organisational objectives.

ICT Asset, Vendor and Resource Management

• Oversee the lifecycle management of end user computing assets, including procurement, deployment, maintenance, refresh, inventory management, and secure disposal, ensuring compliance with agency policies and security requirements.
• Manage relationships with ICT vendors and service providers, monitoring service performance and supporting procurement, contract management, and operational service delivery activities.

Governance, Risk and Continuous Improvement

• Ensure support services operate in accordance with agency policies, security requirements, governance frameworks, WHS obligations, and ITIL-based service management practices.
• Identify and manage operational risks, support business continuity activities, and contribute to reporting on service performance, workforce metrics, and operational outcomes.
• Lead continuous improvement initiatives, including process optimisation, automation, self-service capabilities, and the development of operational documentation and knowledge resources.

Service Transition and Change

• Support the successful transition of new or changed services into production, ensuring operational readiness, supportability, and effective knowledge transfer.
• Contribute operational expertise to projects, technology uplift initiatives, and change activities to support successful implementation and ongoing service delivery.

Getting to know the Bureau of Meteorology

The Bureau of Meteorology is one of the few organisations that touches the lives of all Australians and all Australia, every day. The Bureau works across Australia and remote islands, providing services from the Antarctic to beyond the equator, and from the Indian Ocean to the Pacific.We are Australia's national weather, climate and water agency, in the Agriculture, Water and Environment portfolio of the Australian Government, operating under the authority of the Meteorology Act 1955 and the Water Act 2007. We provide data, information, knowledge, insight and wisdom to help Australians prepare and respond to the realities of their natural environment, including droughts, floods, fires, storms, tsunami and tropical cyclones.Our products and services include observations, forecasts, analysis and advice covering Australia's atmosphere, water, oceans and space environments. We undertake focused scientific research in support of our operations and services. Through regular forecasts, warnings, monitoring and advice, we provide one of Australia's most fundamental and widely used public services.We have strong relationships with our customers, partners and stakeholders in Australia, including the Australian Community and the emergency services sectors, all-levels of Government, and focus sectors including aviation, agriculture, energy and resources, national security and water.