F&I Help Centre Lead — Drive Service Excellence

Catholic Schools Parramatta Diocese; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

Catholic Schools Parramatta Diocese (CSPD) is seeking a Lead for the Finance & Infrastructure Help Centre to steer daily operations, drive service improvements, and mentor a team delivering high-quality level-1 support across 83 schools. The role emphasizes data accuracy, reporting, and knowledge management within CSPD's finance and infrastructure suite.

The successful candidate will bring finance or strong customer service experience, with an interest in technology, data analysis, and

Qualifications

• Experience leading a service desk, help centre, or customer support function.
• Knowledge or experience with finance and infrastructure processes or ERP systems, Jira Service Management preferred.
• Strong communication and interpersonal skills to engage stakeholders at all levels.
• Ability to analyse data, manage workloads, and improve service performance.
• Experience with knowledge management, process improvement, or service delivery frameworks.
• A proactive, collaborative mindset with mentoring and team development.

Responsibilities

• Lead and coordinate daily Help Centre operations, monitor workload and ensure SLA compliance.
• Coach and mentor staff to develop technical expertise and customer service capability.
• Maintain the service catalogue, dashboards and reporting for data-driven decisions.
• Oversee knowledge base lifecycle: create, review, audit and retire content.
• Drive continuous improvement with process and automation enhancements.
• Collaborate with IT leadership and SMEs to align with priorities.
• Support external reporting during key processing periods and issue resolution.
• Provide performance insights and identify opportunities for new service offerings.

Skills

Service desk leadership

Stakeholder engagement

Data analysis

Knowledge management

Process improvement

Team mentoring

WWCC requirement

Tools

Jira Service Management

Job description

Catholic Schools Parramatta Diocese (CSPD) is seeking a Lead for the Finance & Infrastructure Help Centre to steer daily operations, drive service improvements, and mentor a team delivering high-quality level-1 support across 83 schools. The role emphasizes data accuracy, reporting, and knowledge management within CSPD's finance and infrastructure suite.

The successful candidate will bring finance or strong customer service experience, with an interest in technology, data analysis, and