Applications Support Lead

Our Business

Working at TasWater isn't just a job; it's an opportunity to deliver social, environmental, and economic benefits for Tasmania today, and tomorrow.
Our talented workforce of over 920 employees keeps Tasmania thriving by providing exceptional water and sewerage services to over 460,000 customers every day.
We have a bold and ambitious future, inspired by our vision to unlock water’s full potential, and centred on our customers and communities, our people and partners, the environment, and our collective water future.
Over the coming 5 years we’re investing $1.9 billion to ensure a safe and secure water future for a growing Tasmania, and we will make great steps towards our aspirations of net zero carbon emissions and towards zero waste. Visit our website or YouTube channel to learn more.

The Role

The Applications Support Lead is responsible for leading and coordinating day-to-day operational support of enterprise applications and digital solutions. This role provides technical and people leadership, ensuring reliable, secure and valuable services that meet business and customer needs.

You will direct and empower team members, lead and manage incidents, oversee ticket triage and service delivery, and act as the primary technical support escalation point. Working closely with Digital & Technology teams, business stakeholders and external vendors, you will drive continuous improvement, strengthen documentation and support service excellence across the organisation.

• Lead the Application Support capability, ensuring effective administration, maintenance, and enhancement of enterprise applications and digital solutions.
  
• Act as the technical escalation point for complex incidents, problems and service requests.
  
• Lead incident management and troubleshooting efforts, prioritise issues, ensuring timely resolution and clear communication.
  
• Facilitate knowledge sharing and improve application support processes and documentation.
  
• Monitor and analyse team performance and workload and report against SLAs/KPIs.
  
• Lead improvement initiatives to improve efficiency and drive value from our applications.

For a full copy of the position description, please click HERE

What we're looking for

We’re looking for an experienced and proactive leader who is passionate about delivering reliable, secure and high-quality digital services. You will bring strong technical capability, people leadership and a collaborative mindset to support and uplift a high-performing team.

The ideal candidate will have a proven ability to manage people, lead incident and problem resolution, and build strong relationships across technology and business teams. You’ll be comfortable balancing hands-on technical oversight with systems thinking, and committed to continuous improvement, customer outcomes and safety and wellbeing in the workplace.

• Tertiary qualifications (degree level or higher) in Information Technology, Information Systems, Computer Science or a relevant field.
  
• Demonstrated leadership experience in IT service/operations management in large, complex or regulated business environments.
  
• Exceptional problem-solving and analytical skills, with ability to identify and implement improvements to service delivery.
  
• Experience engaging with senior stakeholders, vendors and cross-functional teams.

Why TasWater

Across our multi-disciplinary organisation, we are serious about enhancing the skills and careers of our team members. When you join TasWater, you join a company that offers career development pathways, training courses, and access to subject matter experts.
We are continuing to build an inclusive workplace and workforce that truly represents the Tasmanian community that we serve. We value diversity in all its many forms and welcome a range of perspectives and identities to enrich the way we work and what we do.
We take pride in being acknowledged as an employer of choice for women by WORK180. Visit the Work180 website to view our benefits and policies, such as 18 weeks of paid parental leave for all parents regardless of tenure and with full superannuation contributions. We’re continuing to work on future benefits through a dedicated Employee Experience team.

The Details

This role can be based in either Hobart, Launceston, or Devonport. Preference is to be based out of the Hobart office and attracts a salary of $131,265 - $145,850 (inclusive of superannuation), negotiable dependent on experience.

Ready to apply? Simply include a CV/resume and a 1-2 page cover letter telling us how your experience matches "What we are looking for" and how you connect to our TasWater values and vision.

If you want to learn more about this role or need assistance in applying, please contact Donna Hollis – Applications Manager at donna.hollis@taswater.com.au or call 0436 864 549

Please note: To be considered for this opportunity, applicants must have the right to work in Australia. As part of our recruitment process, you may be asked to participate in pre-employment checks relevant to the role. These may include a National Police Check or AusCheck, with any offer of employment subject to satisfactory outcomes.

Our applications will be closing on Thursday 8th January at 10:00 AM