IT Helpdesk Manager

at Sydney Catholic Schools
Location Sydney, Australia
Date Posted March 12, 2020
Category Information Technology
Job Type Full-time
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IT Helpdesk Manager Sydney Catholic Schools location Sydney.

Who are we Sydney Catholic Schools (SCS) is responsible for the leadership of 150 Catholic primary and secondary schools across the Archdiocese of Sydney, which educates more than 70,000 students. Our mission is to know and love Christ through learning and our vision is to foster thriving Catholic communities through excellent teaching and learning. At the heart of all we do are our core values of empathy, curiosity, excellence, collaboration and truth.

About the role reporting to the Manager Infrastructure Projects and Services within the Directorate of IT and System Integration, the IT Helpdesk Manager is responsible for managing and coordinating the ICT Service Desk team, in order to effectively resolve technical incidents and service requisitions across Sydney Catholic Schools.

What we offer competitive salary, including NFP salary packaging and super. Great supportive team environment, with a constant focus on continuous improvement. Purposeful, challenging and value-driven work.

Some of the role responsibilities will include coordinate the service desk team ensuring all requests are fulfilled and priorities in an effective and timely manner across SCS. Customer service skill coaching and mentoring to Service Desk team. Manage and support computer endpoints, networks and application services. Manage communications to customers and stakeholders for critical high impact incidents.

Continuously manage and improve ICT service delivery to meet business and customer expectations. Develop, and maintain ICT support operations documentation and procedures. Ensure the ITSM platform (ServiceNow) is operating and meeting the needs of the relevant departments across SCS.

Essential Criteria relevant tertiary qualifications in Information Technology, Computer Engineering or Science, and/or equivalent relevant industry experience.

Extensive experience using ServiceNow (must have). Proven experience (5 years or more years) in Service Desk team coordination or team support management. Advanced skills in workflow development, customising, building and management.

ITIL v3/v4 Foundation certificate. Exceptional written and verbal communications and coaching skills. Strong interpersonal skills, ability to influence and work with a wide range of stakeholders including office and school-based employees. Willingness and commitment to support the mission, values, teachings and ethos of the Catholic Church. Demonstrated understanding of working in a Catholic, not-for-profit or public-sector organisation (highly desirable).

In this role, you’ll connect with ITS Directorate - Service Desk & All Teams. SCS offices and school-based employees. External contacts CEnet (Catholic Education Network), ITS Solution partners and system integrators, technology vendors and manufacturers.