APS6 Applications Support Manager
About the position
The Applications Support Manager will lead a team of Applications Support Officers providing Level 2 support for business application escalated and referred by first line support.
Working in a dynamic ICT service environment, the Applications Support Manager ensures effective triage and resolution of user requests and incidents, manages stakeholder expectations, and leads process improvements for application Level 2 support across service management functions. The position plays a key role in maintaining service excellence, facilitating the intake of business requirements for application enhancements, liaising with development and infrastructure teams, and ensuring appropriate ticket management and reporting.
Key accountabilities
- Manage and coordinate Level 2 support functions across a suite of bespoke government business applications, ensuring timely and effective service delivery to AFSA staff and clients.
- Triage and oversee incident, request, and enhancement workflows in alignment with ITIL service management principles.
- Monitor, report, and escalate incidents and requests as necessary, ensuring adherence to service level agreements and organisational policies.
- Serve as the primary liaison between business units, developers, and infrastructure services for application support and improvement activities.
- Develop, maintain, and continuously improve operational processes, workflows, and documentation to enhance service delivery and user experience.
- Identify opportunities for system improvements, initiate change or enhancement requests, and work collaboratively with technical teams to implement solutions.
- Contribute to business continuity planning, risk management, and application security initiatives within the ICT environment.
- Provide advice and guidance to end users and stakeholders on the functionality, access, and support of business applications.
- Maintain a strong understanding of agency operations to ensure alignment between ICT service delivery and business priorities.
- Lead the Level 2 Support Team, managing the resources to ensure effective performance and service delivery.
Qualifications and experience
The following will be highly regarded:
Information Systems related tertiary qualifications, applicable industry certifications (e.g. ITIL) and/or relevant practical experience is highly desirable.
All duties will be performed in accordance with:
- the APS Values, Code of Conduct and Employment Principles
- WHS obligations, taking responsibility for own health and safety and that of others
- AFSA’s risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.
Why AFSA?
You will enjoy excellent conditions including:
- Generous superannuation (15.4%)
- A modern work environment
- Access to Employee Assistance Provider
- Flexibility to balance work and personal life (including working from home arrangements and flexible start and finish times where applicable).
We are a workplace committed to providing an environment that values diversity and supports staff to reach their full potential. We encourage applications from Indigenous Australians, people from culturally diverse backgrounds and people with disability. At AFSA we encourage every employee balance their family commitments and personal interests with flexible working options.
Eligibility
Please note that this opportunity is open only to Australian Citizens. The successful applicant must have or be willing to undergo a security clearance to the level of Baseline as a condition of employment. To satisfy character requirements all AFSA employees must undergo a police records check.
Where a person has received a redundancy benefit from APS agency employment and their corresponding redundancy benefit period has not expired, they may be ineligible for employment. We encourage applications from peoples from culturally diverse backgrounds and people with disability.
How to apply
Applications close Friday 1 August 2025 at 11:59 PM AEST.
Applications for this vacancy are submitted online through the AFSA careers portal. Further instructions on how to apply can be found on the advertisement webpage.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.
For more information visit: https://www.apsc.gov.au/recruitability