About the Department

The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.

About the Division

An exciting opportunity exists within School Digital Services Branch, School Application Services in the Information Management and Technology Division (IMTD). IMTD provides innovative and integrated ICT Systems and information management services and support.

About the Role

An exciting opportunity exists for an experienced people leader to lead the Student Insight Level 2 Support Team within School Digital Services.

The Lead, Student Insight Support is responsible for providing operational leadership of the Student Insight support function, ensuring the effective delivery of support services across the Student Insight Salesforce environment. The role leads a team of support specialists, manages service performance, oversees incident and problem management activities, and works collaboratively with stakeholders across the Department to deliver high-quality support outcomes.

The successful applicant will play a key role in maintaining service excellence, driving continuous improvement initiatives and ensuring support services remain responsive to the needs of schools and business stakeholders.

Key Responsibilities

The Lead, Student Insight Support will:

Service Delivery & Incident Management

• Lead the Level 2 Support Team in resolving escalated incidents, service requests and complex technical issues.
• Ensure incidents, problems and requests are managed within agreed service levels.
• Support major incident responses through coordination, stakeholder communication and engagement with technical teams.
• Monitor and analyse service performance metrics to identify trends and improve service outcomes.

Technical Leadership

• Lead incident triage and coordination activities with product and technical stakeholders.
• Provide technical guidance and oversight for the resolution of complex issues across Student Insight and related platforms.
• Act as the primary escalation point for Level 1 support teams.
• Maintain support documentation, knowledge articles and standard operating procedures.
• Lead root cause analysis and problem management activities to address recurring issues.

People Leadership

• Lead, coach and develop a high-performing support team.
• Allocate workloads, manage priorities and ensure effective team coverage.
• Conduct performance and development conversations and support staff capability growth.
• Foster a collaborative, customer-focused team culture.

Stakeholder Engagement

• Build and maintain effective relationships with business stakeholders, technical teams and vendors.
• Provide reporting and insights on service performance, risks and improvement opportunities.
• Ensure professional and effective communication during service disruptions and operational activities.

Continuous Improvement

• Support and enhance ITIL-based service management processes including Incident, Problem, Change and Knowledge Management.
• Identify opportunities to improve efficiency, automation and customer experience.
• Support service transitions associated with new functionality, upgrades and releases.
• Contribute to the ongoing development of support strategies and service models.

Attributes

We are seeking a leader who can combine strong people leadership with service management expertise.

The successful applicant will demonstrate:

• Experience leading teams within a service delivery, service desk or application support environment.
• Strong leadership, coaching and people management skills.
• Experience managing incidents, problems and service requests within a structured support environment.
• Ability to analyse service performance data and use insights to drive continuous improvement.
• Excellent stakeholder engagement and communication skills.
• Strong organisational skills and the ability to manage competing priorities.
• Experience working with ITSM platforms such as ServiceNow or Jira Service Management.
• A sound understanding of ITIL service management principles.
• The ability to quickly develop and apply knowledge of integrated CRM platforms.

Qualifications and Experience

Mandatory

• Current Employee Working with Children Check, or willingness to obtain one.

Desirable

• Experience supporting Salesforce or similar enterprise CRM platforms.
• Experience within a government, education or large enterprise environment.
• Experience supporting large-scale business applications and digital services.

How to apply

To be considered for this position, please submit your Resume, a Cover Letter (max. 2 pages), and your responses to the Key Selection Criteria (KSC), highlighting your skills, relevant experience, and what makes you the right fit for this role.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

For further information pertaining to the role, please contact Mike Pursell, Lead, Training and Support via +61 3 7022 0677 or mike.pursell@education.vic.gov.au.

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on 1 July 2026