About the Group

The Ngurra Cultural Precinct will be nationally significant in speaking to the central place that Aboriginal and Torres Strait Islander peoples hold in Australia’s story. It will comprise two key elements:

A National Indigenous Knowledge and Cultural Centre where Aboriginal and Torres Strait Islander Australia tells its own stories and celebrates the 65,000-year history of this nation. It will include education, exhibition, and gallery spaces in a new fit-for purpose home for AIATSIS.
A National Resting Place to house and care for repatriated limited provenance ancestral remains and any associated cultural material on their journey back to Country.

About the Program Area

Digital Services sits within the Ngurra Transformation Group. Digital Services has three core teams (Development Services, ICT Operations, ICT Security & Infrastructure, and Information & Data Governance) that work together under the direction of the Chief Information Officer to provide a secure, flexible, and modern ICT capability allowing AIATSIS to take full advantage of digital capabilities whilst providing a stable and mature platform to deliver its day-to-day operations. The section also leads digital transformation initiatives from start to finish for AIATSIS ensuring that the agency excels in providing cutting-edge services to our customers, such as the modernising and transformation of our existing educational platform to constructing secure, transformative digital experiences and galleries.

Role Summary

We are looking for our next ICT Operations Manager. Reporting directly to the Chief Information Officer, you will ensure reliable systems operation, core service support and great customer experience for internal and external stakeholders whilst coaching and mentoring a small team of dedicated ICT service professionals. As a smaller ICT team, but with the same remit as many other government departments, the role of ICT Operations Manager provides an exciting opportunity to any suitably experienced candidate wanting to gain greater breadth of knowledge, exposure to a wider range of functions in a solution focused digital environment to build their own skills and capability.

Our ideal candidate will have a strong technical background in all facets of ICT operations from incident/problem management to ICT service desk support, as well as significant experience in managing and continually implementing best practices relating to M365. The ICT Operations Manager will also be an adept and highly experienced manager with exemplary written negotiation skills and take carriage for the continual development of a small but capable service desk team; they will have a keen eye for detail and commitment to delivering high quality solutions for internal and external stakeholders.

The key duties of the position include:

manage the ICT Operations team, specifically Service Desk coverage during AIATSIS business hours
provide strategic advice to the Chief Information Officer and ICT leadership team on all matters relating to the sustainment of reliable operation of ICT systems and matters related to your role.
support the Chief Information Officer in effective Information and Records Management of institute resources through compliance with the Archives Act 1983 and vendor management of the AIATSIS chosen EDRMS (Records365).
manage the performance and outcomes of your team ensuring the development, mentoring and coaching of junior staff.
ensure commitment to and delivery against agreed timelines and service level expectations both within the team and with our stakeholders.
establish and manage contracts and engagements with external ICT partners, vendors and service providers.
manage the Digital Services change and communications function including implementation and management of a robust Change Advisory Board (CAB) process for Digital Services and providing communication to AIATSIS staff to advise on operational issues, outages, system degradation etc.
establish, streamline and ensure efficient cost-effective delivery of processes and procedures to ensure that each stakeholder gets the same great experience from start to finish.
manage the ongoing implementation and best practice of M365 and ongoing user training and support, including Teams, channels and SharePoint / O365.
manage system access and perform system administration tasks applicable to the level of the role using Active Directory, Microsoft Entra and Microsoft 365 Admin centres.
manage the ICT asset lifecycle inclusive of the Asset Impairment register and recently deployed Jira Asset management tooling.
support a range of commercial and specialized software used throughout AIATSIS including specialised Digital Technician equipment.
manage system access and support system administrators as required.
manage jobs, record details and resolve issues using an IT Service Desk and Ticketing system.
provide guidance to stakeholders, enforce and adhere to ICT policies, procedures and technical issues.
provide TCO365 (Telstra Calling) administration.

Eligibility

Cultural capability - essential

Roles at AIATSIS require candidates to have an understanding of the issues affecting Aboriginal and Torres Strait Islander peoples and proven culturally appropriate engagement and communications skills. The nature of this role requires the candidate to consistently demonstrate the following specific cultural capabilities:

understand Aboriginal and Torres Strait Islander business within the agency and the outcomes the agency is responsible for delivering.
engages with Aboriginal and Torres Strait Islander employees in a sensitive and equitable manner.
takes the perspective of others, seeking to understand Aboriginal and Torres Strait Islander peoples’ points of view and experiences.
encourages and draws on different cultural experiences and knowledge.

AIATSIS embodies Yindyamarra in everything we do.

Skills, knowledge and personal attributes

To be successful in the role, you will be a solution focused, dynamic team leader with expertise in solving complex business issues, with well-developed communications skills, including the ability to convey complex issues concisely and the ability to build effective mutually beneficial working relationships. You will be someone who can thrive in a fast-paced technical environment with limited direction. You will come with the following skills, experience and attributes:

tertiary qualifications in ICT and/or significant >3 years demonstrated practical experience in an ICT environment undertaking management responsibilities for an operational/service delivery function.
extensive experience managing, coaching and developing staff within small to medium sized ICT team.
model and perform the behaviours and capabilities laid out in the APS Integrated Leadership System (ILS) for an EL1.
extensive experience supporting operating systems, software, and devices whether hosted locally or cloud-based, particularly Microsoft Platforms including Windows Server, Windows 11, Microsoft 365 and Microsoft Exchange, SharePoint, Jira and print servers.
extensive experience supporting Microsoft Intune and/or other endpoint management solutions.
extensive experience supporting other common business systems, equipment and ICT enabled functions such as smart devices, video conferencing, mobile phones, network drive mapping, onboarding / offboarding, distribution lists and Bitlocker recovery.
basic knowledge and awareness of ICT Infrastructure and Networking.
knowledge and awareness of current Cybersecurity requirements for the Australian government.
significant degree of analytical and critical thinking skills as well as the ability to effectively escalate issues when necessary.
significant demonstrated experience in a customer facing ICT support role with exceptional written and verbal communication skills.

Notes

Applications close 11.30pm Sunday 28 June 2026.

The successful candidate/s will need to undergo:

Police check
6 month probation
Medical clearance

This vacancy is being advertised concurrently under an identified and affirmative measure recruitment process. There is 1 position available.

Identified positions

Identified positions are roles that require people to understand the issues affecting Indigenous Australians and a proven ability to communicate sensitively with them. These requirements are generally for jobs that involve providing services or developing policies for Indigenous Australians, and/or direct interaction with Indigenous communities.

Identified positions are crucial in ensuring that the APS has the right people working on initiatives to improve the delivery of services and close the gap between Indigenous and non-Indigenous Australians and are open to all Australian citizens.

At AIATSIS all positions are Identified positions where candidates are required to demonstrate an understanding of the diversity of Aboriginal and Torres Strait Islander peoples, their cultures, and their issues and to be able to communicate respectfully with them. You must provide the name and contact details of an Aboriginal and Torres Strait Islander referee. This referee will be contacted to determine your cultural capability.

What is Cultural Capability?

As all positions at AIATSIS are ‘Identified’ each position will have various elements of involvement with the delivery of Indigenous specific services, programs, and policies as part of AIATSIS core functions. AIATSIS therefore needs to also identify the cultural knowledge; skills and personal attributes needed to deliver the required outcomes.

Every part of how we work, who we work with and for, requires varying levels of knowledge of Aboriginal and Torres Strait Islander cultures, protocols and an understanding of issues that enable effective communication and ultimately effective performance in the role. To assist you in determining the required cultural capabilities of this role, you can refer to the Aboriginal and Torres Strait Islander Cultural Capability – A Framework for Commonwealth Agencies.

Getting to know the Australian Institute of Aboriginal and Torres Strait Islander Studies

We are Australia’s only national institution focused exclusively on the diverse history, cultures, and heritage of Aboriginal and Torres Strait Islander Australia. We house the world’s most important and extensive collection of cultural information and material and we provide leadership, publish and promote greater understanding and appreciation of Aboriginal and Torres Strait Islander peoples. We create opportunities for people the world over to engage with and be transformed by the knowledge, the culture and the story of Australia’s Indigenous peoples. We are Australia’s national institution for leadership in Aboriginal and Torres Strait Islander research. We care for a priceless collection, including films, photographs, video and audio recordings as well as the world’s largest collection of printed and other resource materials for Aboriginal and Torres Strait Islander studies. We undertake and encourage scholarly, ethical, community-based research in a variety of sectors, including health, native title, languages and education. Our publishing house, Aboriginal Studies Press, regularly publishes outstanding writing that promotes Australian Indigenous cultures. Our activities affirm and raise awareness of the richness and diversity of Aboriginal and Torres Strait Islander cultures and histories.