Role Description

Team Leader - Technical Support

Classification/Grade/Band Clerk Grade 9/10

ANZSCO Code
PCAT Code
Date of Approval

Primary purpose of the role

The Team Leader - Technical Support manages a team of technical specialists responsible for the
operational maintenance of the organisation’s ICT environment through the provision of technical support
and advice to users across multiple locations, platforms and technologies.

Key accountabilities
• Manage the consistent use of agreed tools and methods to address and resolve user identified
problems in line with service level agreements
• Define and monitor compliance with processes for the set-up and installation of hardware, software,
applications, peripherals and other ICT-based systems to agreed service levels
• Escalate performance issues with internal and/or external providers to minimise adverse impact of
systems availability on business continuity
• Manage the currency and validity of ICT reference materials to ensure team members are able to
access and apply up-to-date solutions for known issues
• Report against performance metrics to highlight areas where applications development, vendor
relationship management or strategic infrastructure modifications are required for enhancing business
performance and efficiency
Key challenges
• Manage conflicting and concurrent ICT infrastructure installation/upgrade/refresh projects and
programs
• Source and secure appropriately skilled resources to meet current and future needs and comply with
agreed standards and procedures

Key relationships
Who Why
Internal
 Escalate issues, keep informed, advise and receive objectives
Manager  Determine support requirements and plan for requested changes
 Agree system installation activities and provide feedback on projects
 Inspire, guide, support and motivate team, provide direction and manage
Work team performance
 Review the work and proposal of team members
 Encourage team to work collaboratively to contribute to achieving the
team’s business outcomes
 Resolve and provide solutions to issues
Clients/customers  Enhance efficiency and quality of service to end users

1
Who Why

External
 Define scope for projects and maintenance activities
Suppliers/Vendors  Manage and report on supplier related KPI’s and performance targets
 Keep abreast of new technologies and trends within the industry

Capabilities for the role

The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability
Framework is available at www.psc.nsw.gov.au/capabilityframework
This role also utilises an occupation specific capability set which contains information from the Skills
Framework for the Information Age (SFIA). The capability set is available at
www.psc.nsw.gov.au/capabilityframework/ICT
Capability summary
Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus
capabilities for this role. Refer to the next section for further information about the focus capabilities.

NSW Public Sector Capability Framework

Capability Group Capability Name Level
Display Resilience and Courage Adept
Act with Integrity Adept
Manage Self Intermediate
Value Diversity Intermediate

Communicate Effectively Adept

Commit to Customer Service Adept
Work Collaboratively Adept
Influence and Negotiate Intermediate
Deliver Results Adept
Plan and Prioritise Advanced
Think and Solve Problems Adept
Demonstrate Accountability Intermediate
Finance Intermediate
Technology Advanced
Procurement and Contract Management Intermediate
Project Management Intermediate
Manage and Develop People Adept
Inspire Direction and Purpose Intermediate
Optimise Business Outcomes Intermediate
Manage Reform and Change Intermediate

2
Occupation / profession specific capabilities
Capability Set Category, Sub-category and Skill Level and Code
Service Management, Service Operation, Service desk and incident Level 5 – USUP
management
Solution Development and Implementation, Installation and Level 5 – HSIN
Integration, Systems Installation/Decommissioning
Strategy and Architecture, Technical Strategy and Planning, Level 5 – METL
Methods and Tools
Procurement and Management Support, Supply Management, Supplier Level 5 – SURE
Relationship Management

Focus capabilities
The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate
competence. The behavioural indicators provide examples of the types of behaviours that would be
expected at that level and should be reviewed in conjunction with the role’s key accountabilities.

NSW Public Sector Capability Framework

Group and Capability Level Behavioural Indicators
Personal Attributes Adept • Be flexible, show initiative and respond quickly when situations
Display Resilience and change
Courage • Give frank and honest feedback/advice
• Listen when ideas are challenged, seek to understand the nature of
the criticism and respond constructively
• Raise and work through challenging issues and seek alternatives
• Keep control of own emotions and stay calm under pressure and in
challenging situations
Relationships Adept • Take responsibility for delivering high quality customer-focused
Commit to Customer services
Service • Understand customer perspectives and ensure responsiveness to
their needs
• Identify customer service needs and implement solutions
• Find opportunities to co-operate with internal and external parties
to improve outcomes for customers
• Maintain relationships with key customers in area of expertise
• Connect and collaborate with relevant stakeholders within the
community
Results Advanced • Understand the links between the business unit, organisation and
Plan and Prioritising the whole-of-government agenda
• Ensure business plan goals are clear and appropriate including
contingency provisions
• Monitor progress of initiatives and make necessary adjustments
• Anticipate and assess the impact of changes, such as government
policy/economic conditions, to business plans and initiatives, and
respond appropriately
• Consider the implications of a wide range of complex issues, and
shift business priorities when necessary

3
NSW Public Sector Capability Framework
Group and Capability Level Behavioural Indicators
• Undertake planning to transition the organisation through change
initiatives and evaluate progress and outcome to inform future
planning
Business Enablers Advanced • Show commitment to the use of existing and deployment of
Technology appropriate new technologies in the workplace
• Implement appropriate controls to ensure compliance with
information and communications security and use policies
• Maintain a level of currency regarding emerging technologies and
how they might be applied to support business outcomes
• Seek advice from appropriate technical experts to leverage
information, communication and other technologies to achieve
business outcomes
• Implement and monitor appropriate records, information and
knowledge management systems protocols, and policies
People Management Adept • Define and clearly communicate roles and responsibilities to
Manage and Develop achieve team/unit outcomes
People • Negotiate clear performance standards and monitor progress
• Develop team/unit plans that take into account team capability,
strengths and opportunities for development
• Provide regular constructive feedback to build on strengths and
achieve results
• Address and resolve team and individual performance issues,
including unsatisfactory performance in a timely and effective way
• Monitor and report on performance of team in line with established
performance development frameworks

4
Occupation specific capability set (Skills Framework for the Information Age – SFIA)
Category and Level and Code Level Descriptions
Sub-Category

Service Management, Level 5 – USUP Ensures that the inventory of components to be supported is
Service Operation, Service complete and current. Drafts and maintains policy, standards and
desk and incident procedures for the service desk and incident management.
management Schedules the work of service desk staff to meet agreed service
levels.

Solution Development and Level 5 – HSIN
Implementation, Installation
and Integration, Systems
Installation/Decommissioning
Takes responsibility for installation projects, providing effective team
leadership, including information flow to and from the customer
during project work. Develops and implements quality plans and
method statements. Monitors the effectiveness of installations and
ensures that appropriate recommendations for change are made.

Strategy and Architecture, Level 5 – METL Promotes and ensures use of appropriate techniques,
Technical Strategy and methodologies and tools.
Planning, Methods and Tools