Finance & Infrastructure Service Desk Lead

Billing & Receipting; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

The Catholic Schools Parramatta Diocese (CSPD) is seeking a capable Lead for the Finance & Infrastructure Help Centre to drive service excellence across 83 schools. You will lead a level-1 support team, coach staff, manage knowledge, and deliver data-driven improvements.

With a finance background or strong customer service experience, you will implement processes, oversee dashboards, and ensure timely, accurate support aligned with CSPD’s mission.

Qualifications

• Experience leading a service desk or help centre.
• Knowledge of finance or infrastructure processes.
• Strong communication and stakeholder engagement.
• Ability to analyse data and improve service performance.
• Experience with knowledge management or service delivery frameworks.

Responsibilities

• Lead and coordinate daily Help Centre operations to meet SLAs.
• Coach and mentor staff to develop technical expertise.
• Maintain service catalogue, dashboards and reporting for data-driven decisions.
• Oversee knowledge base lifecycle including content creation and audits.
• Collaborate with IT leadership to align with organisational priorities.
• Provide performance insights and identify new service offerings.

Skills

Leadership

Communication

Data analysis

Mentoring

Education

Finance background

Tools

Jira Service Management

Job description

The Catholic Schools Parramatta Diocese (CSPD) is seeking a capable Lead for the Finance & Infrastructure Help Centre to drive service excellence across 83 schools. You will lead a level-1 support team, coach staff, manage knowledge, and deliver data-driven improvements.

With a finance background or strong customer service experience, you will implement processes, oversee dashboards, and ensure timely, accurate support aligned with CSPD’s mission.