Application Support Lead

• Help children have the best start in life through high quality education & care.
• Improve outcomes for children and families in early education and care.
• Join an expert team working across governments at the national level.

About ACECQA

We want children in Australia to have the best start in life through quality education and care.

We provide national leadership on the implementation of the National Quality Framework (NQF) and collaborate with the Australian and state and territory governments to:

• implement changes that benefit children birth to 13 years-of-age and their families
• monitor and promote the consistent application of the Education and Care Services National Law across all states and territories
• support the early childhood education and care sector to improve quality outcomes for children

We strive for innovation and continuous improvement and are committed to keeping the sector and the community informed with the latest developments in early childhoodeducation and care.

ACECQA is committed to being a child-safe organisation, implementing the National Principles for Child Safe Organisations and actively promoting the safety and wellbeing of children.

The Role

The Application Support Lead is responsible for overseeing the support and maintenance of business-critical applications. This role supports high availability, performance, and usability of applications by leading a team of support analysts, managing incidents, and collaborating with development and infrastructure teams. The role also involves continuous improvement of support processes and user satisfaction.

With strong technical understanding the role exercises independent judgement to resolve complex issues and improve support processes. It has a medium to high impact on the immediate work area and involves managing stakeholder relationships to align service delivery with organisational needs. The role also contributes to continuous improvement and team capability through planning, coaching, and quality oversight.

This role is full time and fixed-term (12 months) at ACECQA Band 6 ($118,578- $136,209).

About You

To be successful in this role you will need:

• Excellent communication skills, both written and verbal, with the ability to tailor messages to different audiences.
• Problem-solving mindset with the ability to think analytically and adapt to unexpected challenges.
• Positive and proactive attitude with a focus on achieving successful outcomes.
• Strong understanding and extensive experience of technology applications in a regulatory environment.

• Proficiency in using support ticketing systems and customer relationship management (CRM) tools.
• Familiarity with Microsoft Dynamics 365, Azure, and Atlassian products.
• Ability to work independently and in a team-oriented, fast-paced environment.
• Demonstrated experience understanding and supporting complex on-premises and cloud applications.
• Demonstrated ability to manage and reduce backlogs with limited guidance.
• Demonstrated commitment to providing exceptional customer service with a proven track record at improving typical service desk operational and service level metrics (e.g. ticket volume, average time to resolve tickets, first contact resolution rate, net promoter score, etc).
• Demonstrated team management experience, with a strong focus on customer service and continuous improvement.
• Process improvement skills, including experience developing policies, procedures or guidelines.

ACECQA is committed to removing barriers and opening up opportunities. As an employer we seek to ensure people with differing needs and abilities have the same opportunities to successfully gain skills, knowledge and experience through work, social activities, education and training irrespective of their age, disability, colour, race, gender, religion, sexuality, family responsibilities, or location. In particular, we are committed to improving opportunities and outcomes for Aboriginal and Torres Strait Islander peoples.

You must have the right to work and live in Australia to apply for this role.

The successful candidate will be required to consent to a national police check.

How to apply

The closing date for applications is 11 June 2025 at 11.59pm.

Important Note: Please ensure you follow the recruitment process outlined below, otherwise you may not be considered for the role.

To apply, please register with the ACECQA Recruitment Candidate Portal, navigate to Application Support Lead vacancy and click Apply for Job. The application process will require you to:

• Attach a CV of no more than 5 pages which demonstrates your ability to meet the criteria contained in the position description.
• Provide the details of at least two referees who have directly supervised you within the last five years of employment.

All complete applications will be acknowledged.

More information

If you have any questions about the role specifically, please contact lesley.reid@ acecqa.gov.au

If you have any questions about the recruitment process please email the HR team at recruitment@ acecqa.gov.au.

Notice to agencies

ACECQA will not accept applications from any source other than directly from a candidate for this vacancy. Recruitment agencies must have received instructions from ACECQA in relation to a specific vacancy in order to submit applications on behalf of candidates.

ACECQA is collecting the information requested in the advertisement for the purpose of selection, recruitment and engagement of staff. ACECQA is authorised to do so by the Education and Care Services National Law. Please refer to our Privacy Policy which can be accessed at http://www.acecqa.gov.au/privacy-policy