Manager Client Support
vor 1 Monat
Join us in this newly created role to lead transformative IT service delivery at Uni SC, where your vision and leadership will empower our community and enhance the technology experience for all.
Information Technology, Sunshine Coast Campus, Sippy Downs Level 10, $163,035 inclusive of 17% employer superannuation Full-time, ongoing appointment The Opportunity The Manager, Client Support is a newly created role within a new IT operating model designed to drive innovation and efficiency.
As the key leader of our Client Services department's daily operations, you'll ensure a seamless technology experience for Uni SC students, staff, and visitors across multiple campuses.
You'll collaborate closely with Senior Management to cultivate an environment where Technical and Campus Support Officers thrive in managing technology administration and resolutions.
Your role will encompass establishing robust knowledge libraries and sharing platforms, defining clear SLAs, and analysing trends to enhance service delivery.
You'll strategically allocate and develop both permanent and casual staff, fostering a culture of high performance and continuous improvement.
By championing self-service initiatives and proactive issue resolution, you'll empower the Uni SC community and elevate our IT support standards.
You will Lead the way in shaping Client Support by empowering our Technical and Campus Support teams to deliver an outstanding, friendly, and professional service across all channels, ensuring every query is resolved with care and accuracy on the first go; Drive exceptional efficiency and effectiveness in service delivery, guiding your team to achieve high client satisfaction and seamless resolutions; Champion continuous improvement in IT services, making a lasting impact by helping us evolve and enhance our support across the university.
About you You're a natural leader who thrives in creating a culture of responsive, end-to-end service delivery for both internal and external stakeholders.
You'll be at the forefront of driving positive change, championing improvements, and ensuring that our IT and Technology Solutions experiences continually evolve.
With a strong focus on leading and developing your team, you're passionate about fostering a supportive and inclusive environment, while also ensuring the highest standards of service.
You're proactive in refining SLAs, enhancing knowledge management, and delivering meaningful insights through metrics and feedback.
You'll oversee incident management and problem resolution with precision, while actively contributing to strategic planning and workforce management.
You will possess: Proven success in leading a customer focused IT service delivery function within a large, complex organisation.
Extensive experience with tools, processes, and metrics that drive a comprehensive IT service experience and campus support operations.
Strong leadership abilities and skills in developing and maintaining high performing teams to meet both strategic and operational goals.
Experience in leading and managing incident and problem resolution effectively.
Exceptional communication and reporting skills, with a talent for building relationships with internal and external stakeholders, demonstrating confidentiality, diplomacy, active listening, empathy, and respect in a collaborative team environment.
Applications for this position close midnight, Sunday 27 October 2024 Your completed application must include: a resume, and a response to selection criteria.
Noting that within the application form, we will request a statement addressing each of the selection criteria contained within the position description.
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