Manager (End-User Services)

About the role

CAAS is looking for a Manager (End-User Services) to join its ICT team and manage the day-to-day delivery of end-user IT support and broadband network services across all CAAS office locations. The role ensures high availability and performance for users, works closely with business users, vendors and service providers, and drives continuous service improvement.

Key responsibilities

• Manage end-user IT support operations so that incidents and service requests are resolved 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 office locations, including remote sites, ensuring network availability and performance
• Lead the planning and setup of broadband network services for new office locations, working with service providers and internal stakeholders
• Manage vendor relationships and contracts for end-user support and broadband services, and coordinate with service providers to resolve connectivity issues

Required profile

• At least 5 years of experience in IT support
• Training in Information Technology, Computer Science or equivalent
• Experience in a large enterprise or public sector environment is advantageous

Required skills

• Strong knowledge of ITSM frameworks such as ITIL; ITIL certification is advantageous
• Experience with helpdesk and ticketing systems
• Excellent communication and stakeholder management skills