Job Title: Manager, IT HELP
About the Role
The Manager, IT HELP plays a pivotal role in driving a customer-centric experience and is integral to the success of providing help, support and general triage services to University staff, students and the wider community in their use of information and communication technology (ICT), ensuring alignment with university goals and objectives.
Main Responsibilities:
* Lead, mentor, and inspire a team, fostering a collaborative and high-performance work environment.
* Provide guidance and support to team members in delivering initiatives, ensuring their growth and development.
* Build and inspire the IT HELP team ensuring all service requests are addressed promptly, efficiently and within established SLAs.
* Oversight of the use and optimisation of ServiceNow for logging, tracking, and managing support requests.
* Ensure incidents and recurring problems are logged and root causes are identified and addressed to prevent future occurrences.
What You Will Bring:
An equivalent combination of relevant experience and/or education/training in service management and contact centre best practice, design and technologies.
Experience managing and leading a team to successful outcomes.
Experience overseeing the day-to-day operations of a help desk or support services team in a large complex organisation.
Knowledge of and technical expertise in maintaining service quality, improving processes, and ensuring customer satisfaction in a help and support environment.
Salary Information:
$132,790 - $140,744 + 17% Superannuation (pro rata, part time)