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Support Lead Client Services

Job no: 500970
Work type: full-time
Location: Crawley
Categories: Information Technology

Advertisement Copy – Support Lead – Client Services

  • Ongoing full-time appointment
  • Dynamic fast paced team environment
  • Salary range: Level 7

The University of Western Australia (UWA) is ranked amongst the top 100 universities in the world and a member of the prestigious Australian Group of Eight research-intensive universities. With an enviable research track record, vibrant campus and working environments, supported by the freedom to ‘innovate and inspire’ there is no better time to join Western Australia’s top University.

The team

UWA is making significant investments in the Information and Technology Services to enable its strategic direction and goals.  UWA is also looking to utilise technology advancements to expand its services and create new and innovative teaching and research models.

About the opportunity

Reporting to the Manager, IT Service Delivery, this ‘hands on’ supervisory role is responsible for the ongoing technical support of standardised End-User computing environments that accommodate the diverse requirements and needs of the University, whilst overseeing a team of Support Analysts.  The appointee is also responsible for setting priorities, meeting service level expectations and managing IT support in line with objectives.

To be considered for this role, you will demonstrate:

  • Relevant University degree or equivalent.
  • ITIL certification or experience in Service Delivery and Management processes is desirable.
  • Solid experience in managing a customer service team/function in large and complex environments.
  • Highly developed analytical and problem solving skills, and proven ability to interpret needs and recommend appropriate solutions within a changing environment.
  • Substantial experience in the establishment and /or maintenance of an end to end SOE lifecycle including up to date documentation, device and application support and management.
  • Demonstrated experience in managing and motivating staff to achieve a common goal.
  • Proven ability to communicate with influence, establish positive stakeholder relationships and negotiate competing priorities whilst always remaining fully customer focused.
  • Working knowledge of the Higher Education sector is desirable.
  • Commitment to providing a high level of quality customer service.

Full details of the position’s responsibilities and the selection criteria are outlined in the position description and candidates are requested to address the selection criteria in their application documentation. A National Police Certificate is also a requirement of this role.

Closing date: Friday 20 July 2018

This position is only open to applicants with relevant rights to work in Australia.

Application Details: Please apply online via the Apply Now button.

Please see the position description prior to applying:  Download File POSITION DESCRIPTION [Support Lead, Client Services

  • UWA has been awarded Top Ten Employer for LGBTI – inclusion of the Australian Workplace Equity Index (AWEI -2016).
  • The University is also a proud member of the Athena SWAN/SAGE Pilot for Gender Equity.


Advertised: W. Australia Standard Time
Applications close: W. Australia Standard Time