Infrastructure Lead (Mile End)

About ACH Group For over 70 years, ACH Group a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we’re able to create good lives for our customers. With purpose led roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers. Role Overview The Infrastructure Lead is responsible for overseeing the day-to-day operations of infrastructure services, telecommunications systems, and Level 2/3 infrastructure support. The role ensures high availability, operational excellence, and alignment with organisational requirements. This position also provides strategic input into infrastructure planning and contributes to the ongoing enhancement of ACH Group’s digital environment. Key Responsibilities Customer Experience
- Deliver an outstanding customer experience through high-quality infrastructure services.
- Drive customer-led improvements and service enhancements.
- Strengthen customer advocacy by ensuring dependable, efficient, and user-centred digital solutions.

Infrastructure Operations & Support
- Lead daily operations of IT infrastructure to ensure optimal performance and availability.
- Maintain effective out-of-hours arrangements for high-priority issues.
- Maintain a contemporary and secure End User Computing capability
- Oversee backup, disaster recovery, and continuity processes to safeguard data integrity.
- Monitor infrastructure health and coordinate responses to incidents and outages.
- Manage Active Directory, Azure services, and identity governance frameworks.
- Support administration and optimisation of Microsoft 365, Outlook, and unified communications platforms.
- Oversee Level 2 and Level 3 technical support, ensuring timely resolution and continuous improvement.
- Lead problem management activities and root cause analysis to enhance infrastructure stability.

Telecommunications
- Manage voice, data, and network telecommunications services.
- Ensure services are secure, cost-effective, and scalable.
- Lead integration and optimisation of telephony and collaboration tools such as VoIP and video conferencing.
- Coordinate upgrades, expansions, and troubleshooting in alignment with strategic priorities.

Vendor & Contract Management
- Manage infrastructure and telecommunications vendors, ensuring adherence to SLAs.
- Lead procurement, evaluation, and contract renewal processes.
- Ensure third-party solutions are securely and effectively integrated.

Security & Compliance
- Ensure infrastructure components comply with cybersecurity standards and regulatory requirements.
- Partner with security teams to implement controls and address vulnerabilities.
- Maintain accurate documentation and support audit and compliance activities.

Strategic Planning & Improvement
- Contribute to the development of infrastructure roadmaps and technology strategies.
- Identify opportunities for automation, cost optimisation, and service enhancement.
- Remain informed of emerging technologies and provide recommendations for improvement.

Leadership & Collaboration
- Lead, mentor, and develop infrastructure engineers and support personnel.
- Foster a culture of accountability, service excellence, and continuous improvement.
- Collaborate with IT and business leaders to ensure infrastructure services align with organisational goals.
- Provide proactive support to the Executive Manager, Transformation & Digital.

Selection Criteria Essential Qualifications & Registrations
- Tertiary qualifications in Information Technology, Engineering, or a related discipline.
- Relevant vendor certifications aligned to the role.
- A current National Police Clearance (within 12 months).
- Current driver’s licence compliant with Australian regulations.

Key Competencies
- Infrastructure management
- Vendor and contract negotiation
- Cybersecurity awareness
- Incident response capability
- Technical leadership
- Strategic and analytical thinking

Essential Experience
- Proven experience in infrastructure operations, support, and vendor management.
- Robust technical expertise across networking, server environments, cloud services, and telecommunications.
- Experience with backup solutions, patch management, and monitoring platforms.
- Strong communication, problem-solving, and stakeholder engagement skills.

Desirable
- Experience in aged care.
- Experience in not-for-profit organisations.

Please note the position entails a requirement for occasional out-of-hours duties and site travel as operational needs arise. ACH Group is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $15,900 per annum for living expenses and $2,650 for meals/entertainment to reduce your tax. We also offer a range of perks through our Employee Benefits Program (eg. discounted private health). Apply on Kit Job: kitjobau.com/job/3qzmct