• Flexible location offered in Geelong Waterfront or Melbourne Burwood campuses + hybrid work arrangements
• Full-time and continuing
• HEW 9 $132,790 - $140,744  + 17% Superannuation (pro rata, part time)

Why work with us?

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your 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.

Who are we?

Deakin is a cutting-edge public university in Victoria, revolutionising education with 61,000 students across seven campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, Deakin University Lancaster University Indonesia (DLI), GIFT City, India and our dynamic online Campus. We're proud to be a progressive and open-minded university, delivering the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world's universities.

Deakin HELP is a solutions-based team focused on enabling internal stakeholder success.  This newly formed organisational area is designed with a focus on staff feeling supported, heard and leaving with an experience that exceeds their expectations.

About the role:

The Manager, IT HELP plays a pivotal role in driving a customer-centric experience and is integral to the success of providing help, support and general triage services to University staff, students and the wider community in their use of information and communication technology (ICT), ensuring alignment with university goals and objectives.

As Manager, IT HELP, you will:

• 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.

What you will bring:

• 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.

Here's how to apply: 

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Jess Wisniewski - Director, Deakin HELP via email j.wisniewski@deakin.edu.au

For a copy of the position description, please see below:

 PD - Manager, IT Help.pdf

Applications for this position close on January 12^th 2025

*Please note: successful candidates will need to hold full Australian work rights

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.