Manager Client Support
Location: 90 Sippy Downs Drive, UniSC Sunshine Coast, QLD, Australia, 4556
Alternative Location: 1 Moreton Parade, UniSC Moreton Bay, Queensland, Australia, 4502
Department: Information Technology
Level: Professional Level 10
Employment Type: Full-Time
Salary: Level 10, $163,035 inclusive of 17% employer superannuation
Appointment Type: 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 UniSC 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 UniSC community and elevate our IT support standards. Join us in shaping a future where innovation meets service excellence, making a tangible impact within our university community.
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.
UniSC is an equal opportunity employer, committed to diversity and inclusion. We encourage applications from all backgrounds, including those with disabilities, women in STEM, First Nations Peoples, and individuals of diverse cultures, genders, abilities, and experiences. We value achievement relative to opportunity and encourage your commentary on your achievements in this context. For additional support during the application process, please contact us at unisc-careers@usc.edu.au or call +61 7 5430 2830.
Position Description: 0048 Manager, Client Support (Vacant).pdf
UniSC values a diverse and talented workforce and invites applications from candidates who already have legal work rights in Australia.
UniSC does not accept unsolicited applications. For agency inquiries, contact unisc-careers@usc.edu.au
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.
Further information regarding how to prepare your application is available on our website.
We would love the opportunity to get to know you better, but we know it works both ways. To get to know a little more about us, visit us at: Welcome to UniSC and LinkedIn Life.
Have questions or want to know more? For a confidential discussion, please contact:
Niranjan Prabhu
Chief Information Officer
Telephone: 07 5430 1132
Email: cio@usc.edu.au
Discover UniSC
We're all about doing work that matters, connecting with great people, and being part of an incredible journey. We’re not the biggest university. But we’re growing every day, and doing big things. Like ground-breaking research, championing sustainability, producing gold-winning athletes and award-winning alumni.
We're one of the fastest growing universities in Australia, growing to over 2,000 people across 5 campuses in South East Queensland.
Teaching excellence is at the heart of what we do, and our commitment to sustainability is integrated into our teaching, research, and daily operations. Our research tackles the most pressing challenges of our time, with 26 research fields ranked at or above world standard according to the Excellence in Research for Australia Rankings. At UniSC you will have the opportunity to contribute to the educational landscape for future generations.
We foster a collaborative and supportive environment, encouraging continuous professional development and providing resources to enhance your career. We recognise and value the contributions of each team member to our culture and success. We're not afraid to be different, and we're looking for people who share our values and want to be part of a team that is working together to improve our local and global challenges.
Our Culture & Benefits:
- Our collaborative, passionate and welcoming culture is what really sets us apart.
- Modern teaching & research facilities.
- Professional development and career pathway opportunities.
- We are a proud recipient of the prestigious Athena SWAN Bronze Award, granted as part of the Science in Australia Gender Equity (SAGE) initiative.
- Flexible work arrangements & generous leave options.
- Salary packing options + 17% Super.
- EAP, fitness passport & discounted private health.
About UniSC
For more information about UniSC's employment benefits and culture, including employee blogs, visit our employer information page.
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Categories
Information Technology Professional Level 10
Employment Type
Full-Time
Locations
UniSC Moreton Bay, Queensland, Australia
UniSC Sunshine Coast, QLD, Australia
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The University of the Sunshine Coast acknowledges the Traditional Custodians of the land on which we live, work and study. We pay our respects to local Indigenous Elders past, present and emerging and recognise the strength, resilience and capacity of all Aboriginal and Torres Strait Islander people. UniSC is a member of the Regional Universities Network.
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