Join our Team - Help Centre Lead
Are you a strong communicator with a passion for problem-solving, leadership, and service excellence? This permanent, full-time opportunity is your chance to lead a dedicated support team that keeps our Finance & Infrastructure operations running smoothly across 83 schools and offices.
As the Finance & Infrastructure (F&I) Help Centre Lead at Catholic Schools Parramatta Diocese (CSPD), you will oversee the day-to-day operations of the Help Centre which is our central point of contact for all finance and infrastructure enquiries. You’ll drive service improvement, coach and mentor staff, and ensure that our systems and processes support CSPD’s mission of delivering exceptional service to schools and teams across the Diocese.
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.
About the Opportunity
The F&I Help Centre Lead plays a key role in ensuring the delivery of timely and accurate support while fostering continuous improvement and capability development within the team.
In this role, you will contribute to a range of responsibilities, including but not limited to:
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Lead and coordinate daily Help Centre operations, monitoring workload distribution and prioritising critical requests to ensure SLA compliance
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Coach and mentor Help Centre staff to develop technical expertise, service capability, and problem-solving skills, fostering a collaborative and high-performing team culture
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Maintain the F&I service catalogue, dashboards, and reporting, ensuring data integrity and accuracy to support informed decision-making
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Oversee the full lifecycle of the knowledge base, including creation, review, auditing, and retirement of content, ensuring information is accurate, relevant, and accessible
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Drive continuous improvement by identifying and implementing process and automation enhancements aligned with Service Delivery Governance standards
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Collaborate with IT leadership, Service Owners, and subject matter experts to align Help Centre operations with strategic and organisational priorities
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Provide performance insights and identify opportunities for new or improved service offerings
About You
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Proven experience leading a service desk, help centre, or customer support function
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Knowledge or experience with finance and infrastructure processes or ERP systems would be highly regarded
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Strong communication and interpersonal skills with the ability to engage and influence stakeholders at all levels
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Demonstrated ability to analyse data, manage workloads, and improve service performance
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Experience with knowledge management, process improvement, or service delivery frameworks
- A proactive, collaborative mindset with a focus on mentoring and team development
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A current Working With Children Check (Paid Employee)
The Benefits
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Competitive remuneration and benefits
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Up to 25% off school fees for your children
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Wellbeing initiatives and resources
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Professional growth and development opportunities
- State-of-the-art facilities and a supportive team
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Cultural leave for Aboriginal & Torres Strait Islander employees
About Catholic Schools Parramatta Diocese (CSPD)
At Catholic Schools Parramatta Diocese (CSPD), we serve over 40,000 students and employ 5,000+ staff across a vibrant network of primary and secondary schools. We're on a mission to transform learning and empower every student to reach their full potential. Join a purpose-driven organisation that invests in its people and its future.
Ready to Make a Difference?
This role involves working with children and requires satisfactory employment screening, including a National Police Check and a valid Working with Children Check. All staff must follow CSPD’s Child Safeguarding Procedures and Code of Conduct.
Learn more at Office of the Children’s Guardian.
We welcome applicants from Aboriginal and Torres Strait Islander backgrounds and diverse cultures.