About the Opportunity

We are currently seeking an experienced Information Technology Help Centre Lead to join our IT Infrastructure and Operations team.

The ideal candidate will have a strong background in IT helpdesk operations, with proven leadership experience overseeing the day-to-day activities of the customer service team, including training and mentoring staff. In addition, the candidate should possess a solid technical foundation and experience delivering IT services in line with Service Management principles, with ITIL certification highly regarded.

Key Responsibilities

• Provide exceptional customer service and technical leadership to a close-knit team of Help Centre Officers, ensuring service quality and operational capability are maintained.
• Manage and monitor support queues to ensure performance and efficiency targets are consistently met.
• Ensure all interactions are reported, logged and resolved in alignment with the service capability.
• Oversee the major incident management process and coordinate key activities for the service to expedite recovery.
• Assist the team with customer interactions via phone, email, and web during peak periods to maintain high levels of service.
• Implement and monitor key performance metrics to support individual and team development and enhance service quality.
• Collaborate with project teams on planned technology activities to ensure alignment, service readiness, and effective knowledge transfer and training, contributing to a positive customer experience.
• Manage the team and customer knowledge base, leading efforts to continuously improve IT services.
• Lead and actively participate in continuous improvement initiatives to enhance overall Help Centre performance.
• Provide operational performance reports on service health and team performance when required. 
• Own and manage issues, addressing customer complaints through to successful resolution

Qualifications and Experience

• Over 5 years of experience in IT helpdesk leadership, with full accountability for team performance and management.
• Service Management experience, ITIL preferred. 
• Strong and demonstrated skills in customer service, technical support and team leadership.
• Excellent attention to detail, problem solving and analytical skills.
• Excellent written and verbal communication skills.
• Experience working with various IT end user and enterprise technology such as web and email services, print, mobility device management, audio visual  and meeting rooms, IOT devices, IT security including access management.and MFA.

The Organisation

If you are currently employed by Catholic Schools Parramatta Diocese, please submit your application via our internal Careers Site on EmployeeConnect. We are excited to support you in the next step of your career.

CSPD is committed to responding to the needs of all students. With over 5,000 employees located across 80 primary and secondary schools and office communities, our aim is to transform learning and unlock the full potential of each of our 43,500 students while enriching the professional lives of staff.

Child Safeguarding Statement

This position involves working with children. The appointment of successful applicants will be subject to satisfactory employment screening for child-related employment, including holding a cleared NSW Working with Children Check (WWCC) and compliance with CSPDs Safeguarding Procedures and Code of Conduct When Working With Children and Students. For more information regarding WWCCs, click here.

Diversity Statement

CSPD strongly encourages applications from Aboriginal and Torres Strait Islander peoples, as well as people from culturally and/or linguistically diverse backgrounds.