Regional ICT Support & Relationship Leader

Australian Department of Defence; Sydney; On-site; AUD 100,000 - 112,000; Full time

Job summary

Australian Department of Defence – Sydney CBD NSW is seeking ICT Support staff to lead regional Relationship Managers and act as the liaison between regional ICT users and service providers. The role focuses on delivering effective customer service and developing strategic engagement plans across Defence ICT regions.

Applicants should be comfortable working in a government environment with some regional and interstate travel.

Qualifications

• Experience leading and mentoring regional teams.
• Ability to coordinate regional staff to deliver outcomes for the Assistant Director.
• Experience developing relationship management plans with Defence personnel.
• Capacity to navigate Defence ICT environments to assist regional users.
• Willingness to travel regionally and interstate.

Responsibilities

• Manage and mentor a small team of regionally based Relationship Managers.
• Coordinate and delegate tasks to the regional team to deliver outcomes required by the Assistant Director.
• Develop relationship management plans to identify targeted stakeholders and improve ICT delivery.
• Navigate Defence ICT environment to help regional ICT users find solutions to their problems.
• Provide advocacy for Defence ICT users to improve the ICT experience.
• Be accessible and act as liaison between regional ICT users and ICT service providers.
• Act as escalation point for regional ICT issues and improvements.
• Provide timely responses to ICT user queries.
• Develop transition strategies to maintain and develop customer relationships during postings.
• Identify issues and pain points, develop strategies to address them or escalate as needed.
• Provide training and advice to Defence ICT users to promote self-help resolutions.
• Direct regional ICT users to technical support.

Skills

Relationship Management

Team Leadership

Stakeholder Engagement

Clear Communication

Problem Solving

Training

ICT Knowledge

Job description

Australian Department of Defence – Sydney CBD NSW is seeking ICT Support staff to lead regional Relationship Managers and act as the liaison between regional ICT users and service providers. The role focuses on delivering effective customer service and developing strategic engagement plans across Defence ICT regions.

Applicants should be comfortable working in a government environment with some regional and interstate travel.