"Manager, Student Digital Capability Support"

This is a full-time continuing position with salary in the range $115,645 - $129,654 (HEW 8), plus a generous super allowance of up to 17%.

Leverage your strong leadership skills as well as experience in service models, design and delivery, to develop successful student-focused teams.

Excellent opportunity to provide strategic leadership, collaborate with key university stakeholders, and ensure a high-quality, inclusive student experience.

Based at our St Lucia campus.

About This Opportunity

This key role within the Library Student Experience Directorate will be responsible for overseeing inclusive, student-focused digital services, including tier 2 IT support and assistive technology. Reporting to the Senior Manager, Digital Capability and Student Experience, you will provide leadership in service innovation and staff development. You will also collaborate with university stakeholders to enhance the student experience through effective digital solutions and support staff digital capability across the directorate.

Key responsibilities will include:

Strategic Leadership and Team Management

• Lead the delivery of Student IT support for UQ systems and services that enhance student learning and engagement, ensuring alignment with Library and University priorities.
• Lead and manage the Student Digital Capability Support team, with line management of Team Leaders who oversee individual team members. Provide strategic leadership, coaching and performance development to Team Leaders, collaborating with and empowering them to build high-performing teams and foster a culture aligned with UQ values and committed to continuous growth.

Service Management and Innovation

• Manage service compliance with relevant legislation, University policies (including ICT and Cyber Security), and defined service boundaries. Support staff in understanding risk profiles affecting clients, the institution, and the role they play in protecting both.
• Support and guide the effective development and maintenance of service documentation and knowledge base content. Ensure the IT training program for AskUs staff is appropriately designed and effectively delivered by Team Leaders, supporting consistent, high-quality service.
• Oversee the delivery of digital and learning support services that ensure equitable access to Library facilities and resources for students with short or long-term accessibility needs.

Stakeholder Engagement and Collaboration

• Proactively collaborate with key stakeholders across the university, including Library Technology Services and Information Technology Services. You will identify opportunities for new initiatives and partnerships that enhance the student experience and manage the service impacts of digital projects.

Data Analysis and Reporting

• Oversee the collection and analysis of service data to identify trends, evaluate performance, and inform strategic planning. You will contribute to service documentation and knowledge base content to ensure consistent, high-quality support.

About You

• You have a university degree with substantial or an equivalent combination of education and experience.
• You have demonstrated knowledge and experience in delivering high-level IT support and digital capability services, preferably in an academic library environment, with an understanding of the Library’s role in supporting digital literacy and learning.
• Strong knowledge of current technologies and tools used in a university context, including the ability to quickly acquire expertise in UQ-specific systems to deliver effective client-facing IT services.
• Demonstrated ability to implement privacy, confidentiality, compliance, and risk management practices, including relevant legislation, ICT and Cyber Security policies, and the ability to guide staff in managing risks affecting clients and institutional operations.
• Demonstrated commitment to accessibility and inclusive service delivery, including supporting students with diverse learning needs and promoting access to digital and physical resources.
• Excellent organisational and project management skills with the ability to manage multiple priorities, meet deadlines and implement programs and procedures that improve operational efficiency.
• You have a proven ability to lead and manage team leaders, including performance development, mentoring, and fostering a positive, inclusive, and high-performing workplace culture.
• Excellent interpersonal and communication skills, with the ability to build effective relationships, negotiate with influence, and engage with a diverse range of stakeholders across the University.

You must maintain unrestricted work rights in Australia for the duration of this appointment, and may be required to complete background checks including, criminal history and education checks. Employer sponsored work rights are not available for this appointment.