Lead Tech Bar Analyst

VicRoads Registration and Licensing Services (RLS) – Melbourne VIC At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow. VicRoads empowers our people to learn and grow – focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving. VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf. We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety. Annual Salary Range: Commensurate with Experience Employment Type: Ongoing - Full-Time Usual Work Location: QV 180 Lonsdale Street CBD/ Work from home Are you passionate about creating products and experiences that not only meet user needs but also captivate their hearts and minds? Are you excited about the challenge of balancing customer desirability with business viability, technology feasibility and broader business strategy to deliver exceptional experiences? If so, we have an incredible opportunity for you We are seeking a talented and driven individual to join our dynamic Technology Operations team. As a team member, you will play a pivotal role in working with our business and helping to support and provide engineering services to the digital platform. You will work alongside a group of passionate professionals who are dedicated to delivering innovative solutions that exceed customer expectations. Your team is part of the Technology division, a team that is truly collaborative and passionate, and work closely together to deliver outcomes that positively transform the way our customers use our services. About the Opportunity As a Lead Tech Bar Analyst at VicRoads, you will play a critical role in delivering a high-quality, customer-first technology experience across our offices and Customer Service Centres. This position combines advanced technical expertise with leadership responsibilities, acting as the primary escalation point for complex Tech Bar and field-based issues. You’ll provide advanced support across devices, applications, and AV/meeting room technology, ensuring quick resolution of escalated incidents and partnering with EUC Engineers on deployments and new solution rollouts. Beyond technical support, you’ll mentor and coach Tech Bar and field staff, building capability and consistency across the team. Your role also includes coordinating field activities, device deployments, and CSC support, while contributing to service improvement initiatives and knowledge management. By delivering training and awareness sessions, you’ll empower employees to make the most of digital workplace tools and best practices. About you You’re an experienced IT support professional with strong technical troubleshooting skills and a passion for delivering exceptional customer experiences. You thrive in fast-paced environments, enjoy mentoring others, and take pride in resolving complex issues while driving service improvements. You’ll thrive in this role if you: Have hands-on experience supporting end-user devices (Windows, MacOS, Android), M365 applications, Wi‑Fi, and peripherals. Possess excellent customer service and communication skills, with the ability to build trust and rapport quickly. Have experience working in Tech Bar or field support environments, providing face‑to‑face and remote assistance. Are proactive in identifying opportunities to improve processes and knowledge sharing. Enjoy mentoring junior staff and contributing to team capability uplift. Desirable Exposure to ServiceNow or similar ITSM platforms. Experience leading or coordinating field activities and deployments. Microsoft or ITIL certifications. Our culture Innovation powers progress, but it doesn’t come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we’re proud our workforce reflects the community we work for. What we offer Salary packaging, Fitness Passport & discounts to hundreds of retailers. Opportunities for professional and personal development. Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave. How to apply We encourage applications from people of all genders, backgrounds and communities. If you need any adjustments to our recruitment process or the role itself, please let us know when applying. Please submit your application via the “Apply” button. Unfortunately, applications cannot be accepted via this email. VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria. #J-18808-Ljbffr