Manager (End-User Services)

[What the role is]

To support CAAS as a high-performing and future-ready organisation, we are committed to delivering reliable and efficient end-user IT support services that enable our staff to work seamlessly across all office locations. You will play an important role in maintaining quality of end-user support, ensuring robust network connectivity and improving the overall technology experience for CAAS staff.

[What you will be working on]

We are looking for a strong and dynamic candidate to join the ICT team at CAAS. You will be responsible for managing the day-to-day delivery of end-user IT support and broadband network services across all CAAS office locations, ensuring high availability and performance for all users.

You will work closely with business users, vendors, and service providers to drive continuous service improvements, coordinate technology implementations and ensure the effective delivery of end-user IT support services.

Key responsibilities include:

Manage end-user IT support operations to ensure timely resolution of incidents and service requests in line with agreed SLAs and act as escalation point for complex or high-priority issues

Plan and coordinate the refresh of end-user IT devices and peripherals, as well as Whole-of-Government (WOG) IT implementations

Oversee broadband network services across all CAAS office locations, including remote sites ensuring network availability and performance

Lead the planning and setup of broadband network services for new office locations, working closely with service providers and internal stakeholders to ensure timely and smooth connectivity deployment

Manage vendor relationships and contracts related to end-user support and broadband network services, including coordinating with service providers to resolve connectivity issues

[What we are looking for]

At least 5 years of experience in IT support

Trained in Information Technology, Computer Science, or equivalent

Strong knowledge of ITSM frameworks such as ITIL as well as experience with helpdesk and ticketing systems. ITIL certification would be advantageous

Excellent communication and stakeholder management skills

Experience in a large enterprise or public sector environment would be advantageous