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.

Responsibilities

• 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.
• 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

Requirements

• 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