About this job
Location: Catholic Education Office, Manuka ACT
Employment Type: Full-Time, Permanent
Salary Range: $109,560 to $117,990 plus superannuation (based on skills and experience)
Start Date: Negotiable 2024
Closing Date: 11.55 pm, Friday 11 October 2024
About the Role
The Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Schools and nine Early Learning Centres (ELCs).
The Technical Support Lead assists the Service Delivery Manager in managing a dynamic team of customer-centric Technical Support Officers. This role is ideal for an IT professional with a passion for delivering exceptional support to end-users. You'll play a key role in ensuring the smooth operation of technical support services for staff and students across CECG, driving high-quality, efficient resolutions. If you're a proactive leader with solid expertise in ICT service delivery, excellent troubleshooting abilities, and a commitment to delivering exceptional customer service, we encourage you to apply.
CECG is committed to workforce diversity and creating inclusive workplaces. We welcome applications from suitable candidates from all diversity groups to support our system of Schools and ELCs in delivering quality education outcomes for the students in our care.
Benefits and Opportunities
- Positive and collaborative workplace culture
- Permanent contract
- Attractive remuneration package
- Access to salary packaging, including novated leasing
- 24 weeks of paid parental leave (maternity/adoption)
- Up to 14 weeks paid parental leave (paternity/non-initial primary carer leave)
- Support for professional development and study opportunities
Key Responsibilities
- Manage the performance and workload of a small number of Technical Support Officers as delegated within the organisational chart.
- Act as an escalation point for daily operational activities and direct Technical Support Officers (TSO) as required.
- Perform Lead Duty Technical Support Officer duties including monitoring the performance of the core network infrastructure, investigating, logging and escalating faults with the relevant officer or service providers and providing support to mentor and coach other Duty Technical Support Officers. Escalate issues to the Service Delivery Manager as required.
- Perform Local Technical Support Officer duties including maintaining quality relationships with School or Office stakeholders, understanding local school or office context and managing and service infrastructure as directed by the infrastructure team or Service Delivery Manager.
- Perform Subject Matter Expert duties as delegated by the Service Delivery Manager for specific systems including the maintenance and performance monitoring of systems, design and propose improvements and contribute to the provision of and maintenance of technical and user documentation.
Qualifications
- Diploma or similar Certification in Information Technology or equivalent industry experience.
- Current ITIL Foundation certification.
- Certified in or willingness to become certified in MS-900, AZ-900 and SC-900 fundamental Microsoft Certifications.
- Working with Children’s registrations in NSW and ACT (WWCC and WWVP).
- Driver's License.
Selection Criteria
- Highly developed leadership skills with the ability to manage small teams in a dynamic work environment and give direction as required.
- Highly developed technical skills with the ability take ownership of complex technical issues and work across teams to achieve resolution.
- Excellent customer service skills with the ability to effectively communicate and work with a diverse customer base.
- Ability to work under pressure and effectively manage and prioritise work plans.
- Excellent communication skills (oral and written) with an ability to translate and communicate technical information into a simple and straightforward manner.
Please refer to the position description for an in-depth detail regarding the position duties, criteria and skill set required.
Other Eligibility Criteria
- You must be an Australian Citizen or Permanent Resident to be eligible to apply for this position.
- Appointment is subject to satisfactory employment screening for child-related employment in accordance with CECG policy.
Application Process
Applicants must submit a cover letter addressing the Skills, Attributes and Experience section in the position description and a current resume.
For further information about the role and Catholic Education Archdiocese of Canberra & Goulburn, please visit the website and position description.
If you have any questions about the recruitment process, contact Rebecca Radanovich, People & Culture Officer, on 0475136048 or via email at rebecca.radanovich@cg.catholic.edu.au.
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