APS6 Operations & Support Team Leader

The Opportunity

This is a technical leadership opportunity within a highly visible enterprise technology environment supporting operationally critical systems and services. You will lead a technical operations and support team responsible for incidents, service requests, operational maintenance and problem management across business-critical systems. Working in a fast-paced, high-availability environment, you will play a key role in service assurance, support coordination and maintaining operational continuity.

The Role

The position requires a combination of operational leadership, technical support capability and service management experience, with responsibility for coordinating operational workflows, escalating risks and driving continuous improvement across support practices.

You will work closely with infrastructure, cloud, cyber security and delivery teams to ensure operational issues are resolved effectively, risks are managed proactively and support services continue to meet business expectations within a complex enterprise environment.

As the successful applicant, you will be:

• Coordinating and prioritising operational support activities across incidents, service requests, changes and problem management activities
• Leading and supervising a technical operations and support team within a complex enterprise ICT environment
• Providing technical guidance across operational support, triage and escalation activities
• Applying ITIL-aligned service management practices across operational support and service delivery functions
• Monitoring operational risks, system health, service trends and support performance activities
• Coordinating with development, cloud, infrastructure and cyber security teams to resolve complex operational issues
• Preparing operational reports, dashboards, briefings and technical advice for senior stakeholders
• Maintaining and improving support processes, operational documentation and service delivery practices
• Ensuring compliance with governance, operational assurance and security requirements
• Driving continuous improvement initiatives across operational support models and enterprise service delivery practices

The Ideal Person

This role suits someone who enjoys leading operational teams, managing competing priorities and supporting service continuity within complex enterprise ICT environments.

You will bring:

• Strong experience within IT operations, enterprise support or technical service delivery environments
• Experience leading operational or technical support teams within enterprise ICT environments
• Strong capability across incident, problem and change management activities
• Experience applying ITIL or similar service management frameworks within operational support functions
• Ability to provide technical guidance, support escalation activities and manage operational issues effectively
• Strong stakeholder engagement and communication skills across both technical and non-technical teams
• Ability to analyse operational data, service trends and risks to support operational decision making
• Experience coordinating across infrastructure, development, cloud and cyber security teams
• Strong organisational capability within fast-paced and high-pressure operational environments
• Understanding of enterprise production support models, operational service delivery and system availability practices
• Strong leadership capability with the ability to support team development and operational performance

It’s also desirable for you to possess:

• Experience working within Federal Government or highly regulated environments
• Exposure to enterprise-scale or business-critical operational environments
• Familiarity with governance, compliance, operational assurance and security practices
• Experience supporting high-availability systems and operational support environments
• Previous leadership experience within ICT operations, enterprise support or technical service delivery teams
• An NV1 Security Clearance required with ability to uplift to NV2

Salary / Rate

• $102k – $114k + 15.4% Super

HorizonOne is committed to building a diverse and inclusive workforce and we encourage applications from people of all cultures, capabilities and backgrounds.