Client Services Team Leader
Job Description
Client Services Team Leader, UNSW Canberra City Campus
Employment type: Full-time, 35 hours per week
Duration: Continuing
Remuneration: Level 7 from $118,483 plus leave loading and 17% superannuation
Location: UNSW Canberra, City Campus
About UNSW Canberra
University of New South Wales (UNSW) in Canberra has multiple locations in the Nation’s Capital. UNSW Canberra distinguishes itself from other institutions by its commitment to being thoughtful, practical, and purposeful in all endeavours. This combined approach is integral to the university's impact and contributes to its recognition as one of the top 20 universities globally, as well as a proud member of Australia's esteemed Group of Eight. Choosing a career at UNSW means embracing an environment where thriving, facing challenges, and engaging in meaningful work are not just encouraged but integral to the university experience. If you seek a career where you can excel and contribute meaningfully, you've found the right place.
At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.
Why Your Role Matters
Client Services Support (CSS) are the frontline support services for UNSW Canberra’s Information, Communication & Technical Services (ICTS) Unit, providing responsive and proactive IT services supporting UNSW Canberra’s mission of promoting lifelong learning through innovation and engagement whilst leveraging our location to build meaningful relationships across Defence, industry, government and academia.
This position has a lead role in the CSS team and is responsible for the day-to-day management of client-facing IT Support Officers, delivery of service requests and resolution of incidents.
Who You Are (skills and experience):
- Relevant tertiary degree in a related field with subsequent relevant experience, or at least 5 years’ experience combined with training in a related field, or equivalent level of knowledge gained through a combination of education, training, and experience.
- Demonstrated advanced understanding of a range of IT systems and applications including Windows operating systems, Microsoft cloud services and IT Service Management tools.
- Advanced written and verbal communication skills, with a high level of attention to detail for deliverables produced.
- Well-developed time management skills, with a demonstrated ability to respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative.
- Sound experience in leading, managing and mentoring a team.
- Exposure to Agile and/or Lean methodologies and project management practices.
- Demonstrated contribution to the planning of IT initiatives and the review, development, or modification of local procedures (within policy).
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