Department of Employment and Workplace Relations (DEWR) – Sydney NSW
The APS6 Systems Support Team Leader provides leadership, technical expertise and operational oversight to support the delivery of Contact Centre services and associated projects.
The role combines team leadership with project and technical delivery responsibilities, ensuring that systems, processes and services meet business needs, quality standards and stakeholder expectations.
This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams.
The position contributes to the strategic direction of the branch by driving continuous improvement, fostering a culture of service excellence and collaborating across teams to achieve outcomes for job seekers and employers.
The key duties of the position include:
Lead and support a team in a quick-paced service delivery environment, setting clear expectations and monitoring performance.
Foster a positive team culture that supports collaboration, accountability and continuous improvement.
Support staff to adapt to change and build capability in technical and operational processes.
Provide technical and operational oversight for Contact Centre systems and platforms, including troubleshooting, resolving issues and monitoring support channels.
Ensure systems, processes and services are delivered effectively and meet business requirements.
Ensure quality assurance activities are undertaken to maintain data integrity and system reliability.




Apply analytical and problem-solving skills to identify opportunities for innovation to improve processes, systems and service delivery outcomes.
Lead or contribute to projects, ensuring agreed objectives, timelines, standards and stakeholder expectations are met.
Support the full project lifecycle, including planning, implementation, monitoring and reporting.
Develop and maintain project documentation, including risk assessments, progress reports and supporting materials.
Build and maintain effective relationships with internal and external stakeholders.
Provide clear, timely advice and updates to senior management on project and operational performance.
Coordinate and facilitate meetings, workshops and cross team collaboration activities.
Use data and insights to inform decision making, identify issues and recommend solutions.
Eligibility
Please note, under section 22(8) of the Public Service Act ****, employees must be Australian citizens to be employed in the APS unless the Agency delegate has agreed, in writing.
This is a designated security assessed position.
The successful candidate will have the ability to obtain and maintain a Baseline security clearance.
This selection process may be used to establish a merit pool.




The pool might be accessed to fill ongoing and non-ongoing vacancies for similar roles in the Department over the next 18 months.
Getting to know the Department of Employment and Workplace Relations (DEWR)
We are the department that helps job seeking Australians find safe, secure, and well-paid work while we ourselves strive to be a model employer.
We provide the framework for fair and productive relationships between employers and employees.
We also oversee skills development and training initiatives to support those entering the workforce or retraining to take advantage of emerging employment opportunities.Secure jobs are vital—driving future economic growth and providing people with the certainty.
We focus on connecting Australians who are starting, advancing or changing their career with the relevant skills, knowledge and experience to gain or regain employment.Our work directly contributes to shaping the employment landscape.
It is our unique purpose to help people realise their potential and we want you to be part of it.Underpinning our important work is our focus on culture.
We recognise that how we do things is equally important as what we achieve.
Our workplace is one where different perspective are encouraged, people feel a sense of belonging and draw on the expertise of their peers.
Our people demonstrate the APS Values, which includes being open, thoughtful, curious and candid.
We also value employee wellbeing and developing leadership through investment in capability.
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📌 Aps6 Systems Support Team Leader (New South Wales)
🏢 Department of Employment and Workplace Relations (DEWR)
📍 New South Wales