It help Jobs at Australian Universities

Manager, IT HELP

Deakin University Flexible location offered in Geelong Waterfront or Melbourne Burwood campuses + hybrid work arrangements Similar Jobs

Closing: 12-Jan-2025

Dates

Location

Flexible location offered in Geelong Waterfront or Melbourne Burwood campuses + hybrid work arrangements

Salary

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.
Oversee 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.
Identify and lead the IT HELP team to ensure customers receive high-quality support.
Continuously improve the user experience.
Implement user feedback mechanisms to assess satisfaction levels and identify areas for improvement.
Collaborate closely with other teams in Customer Experience and the university to ensure support services are aligned, issues are resolved efficiently, and stakeholders are kept informed.

Requirements

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.
Experience leading a help and support team and project management skills.
An understanding of tools, technologies and practices to enable a help and support service.
Knowledge of reporting and analysing support performance.

Benefits

Access to a variety of leave options including generous parental leave and the ability to purchase additional leave.
Flexible working arrangements to help manage work-life balance.
Ongoing learning and development opportunities to grow your career.
An inclusive and supportive culture and environment to work in, both online and on campus.

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