F&I Help Centre Lead: Data-Driven Service & Coaching

Catholic Schools Parramatta Diocese Limited; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

Catholic Schools Parramatta Diocese (CSPD) is seeking a Finance & Infrastructure (F&I) Help Centre Lead to drive first-line support across 83 schools. You will manage daily operations, coach staff, maintain service catalogs and dashboards, and champion continuous improvement aligned with governance standards.

You will bring finance or strong customer service background, a data-driven mindset, and collaborative leadership to deliver exceptional service while safeguarding school operations and

Qualifications

• Proven experience leading a service desk, help centre, or customer support function.
• Knowledge or experience with finance and infrastructure processes; Jira Service Management highly regarded.
• Strong communication and interpersonal skills to engage stakeholders at all levels.
• Data analytics capability to monitor workloads and improve service performance.
• Experience with knowledge management or process improvement frameworks.
• Proactive, collaborative mindset focused on mentoring and team development.
• Working With Children Check (Paid Employee) is required.

Responsibilities

• Lead and coordinate daily Help Centre operations, monitor workload distribution and prioritise critical requests to ensure SLA compliance.
• Coach and mentor Help Centre staff to develop technical expertise and service capability.
• Maintain the service catalogue, dashboards, and reporting with data integrity for decision making.
• Oversee knowledge base lifecycle: creation, review, auditing and retirement of content.
• Drive continuous improvement through process and automation enhancements aligned with governance standards.
• Collaborate with IT leadership and subject matter experts to align Help Centre with priorities.
• Support external reporting during key processing periods and assist Census-related processes.
• Provide performance insights and identify opportunities for new or improved service offerings.

Skills

Leadership

Stakeholder engagement

Data analysis

Customer service

Problem solving

Communication

Education

Finance background

Tools

Jira Service Management

Job description

Catholic Schools Parramatta Diocese (CSPD) is seeking a Finance & Infrastructure (F&I) Help Centre Lead to drive first-line support across 83 schools. You will manage daily operations, coach staff, maintain service catalogs and dashboards, and champion continuous improvement aligned with governance standards.

You will bring finance or strong customer service background, a data-driven mindset, and collaborative leadership to deliver exceptional service while safeguarding school operations and