Support Manager

Job Req ID Home Affairs -  Location WA; ACT   Employment Type Ongoing (Permanent), Full-time  Classification APS Level 6 - $94,563.00 and $107,713.00 plus 15.4% super (part time pro-rata) Contact Officer Kerry Davis on    Office Arrangements Onsite - Flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational requirements of the role.  Applications close on 24/11/2025 at 11:59pm AEDT (midnight) - Late applications will not be accepted. About our opportunity This process is being used to fill 2 immediate positions.  Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool to fill similar vacancies for up to 18 months anywhere in ACT; NSW; NT; QLD; SA; TAS; VIC; WA.  About our team Chief Operating Officer Group | Enterprise Technology Services | ICT Service Management | ITSM Delivery We're looking for enthusiastic team players, who are happy to work across teams in a multi-disciplinary ICT Service Management environment: You will be able to work independently, following established guidelines under broad direction to progress tasking You will be able to adapt your work and timelines to meet changing priorities You'll have excellent written and verbal communication skills, including the ability to collaborate with both technical and business focussed stakeholders You will be able to support stakeholder relationships across ICT Division, as well as with business, operational areas and suppliers. Please visit our website for more information about the Department of Home Affairs or Australian Border Force Our ideal candidate We're looking for team players who have excellent communication and customer service skills: You will have experience in an ICT support environment, responding to and resolving ICT enquiries and requests from a range of stakeholders You will be able to work independently, and assist in managing a team to deliver high quality advice and client services in ICT matters You will be able to manage your work, and prioritise team workloads, adapting to changing priorities while managing expectations and meeting the needs of stakeholders. Duties and responsibilities Apply standard procedures to meet stakeholder requirements to solve stakeholder problems and seek assistance as appropriate Investigate and manage complex cases via resolution of customer issues Provide communications to internal and external stakeholders Develop and maintain relevant knowledge in relation to procedures and equipment Undertake auditing and quality assurance tasks or activities. Additional information The successful candidate will have a current driver's licence, access to transport and the ability to participate in an on-call roster and be able to work outside of standard working hours when required. How to apply Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 24/11/2025 at 11:59pm (midnight) AEDT  – Late applications will not be accepted. As part of your application you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining: How your skills, knowledge, and experience will be relevant to this role Why you are interested in the role and what you can offer us Any specific examples or achievements that demonstrate your ability to perform the role Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – in the document footer. ​​​​​​​Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification. Eligibility To be eligible for the position you must be an Australian Citizen. The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance, and:  ABF Workers will also be required to obtain and maintain an Employment Suitability Clearance (ESC). Home Affairs Workers will also be required to obtain and maintain an Onboarding Check.  In certain circumstances, an Employment Suitability Clearance (ESC) may be required in addition to, or in lieu of, an Onboarding Check, which will be determined by the delegate as necessary.   Diversity and inclusion The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply. 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: Technical assistance For technical enquiries please call or email for assistance: Email: Phone: (within Australia) or +61 (outside of Australia) Please include any applicable screen captures, a response will be provided during business hours. Notes The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position. The Australian Public Service (APS) Employee Value Proposition (EVP) highlights the top reasons our employees enjoy working in the APS. The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement. Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at