Help Centre Lead - Finance & Infrastructure

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

Full time, Permanent

6d ago , from Catholic Education Diocese of Parramatta

Lead customer service improvement through technology, data and exceptional support

Are you a strong communicator with a passion for problem-solving, leadership, and service excellence? This permanent, full-time opportunity is your chance to lead a dedicated team in delivering high-quality level-1 customer service and support that keeps our Finance & Infrastructure operations running smoothly across 83 schools.

As the Finance & Infrastructure (F&I) Help Centre Lead at Catholic Schools Parramatta Diocese (CSPD, you will oversee the day-to-day operations of the Help Centre which is our central point of contact for all finance and infrastructure enquiries. You’ll drive service improvement, coach and mentor staff, and ensure that our systems and processes support CSPD’s mission of delivering exceptional service to schools and teams across the Diocese.

The successful candidate will bring either a finance background or strong customer service experience, together with an interest in technology, data analysis and continuous improvement.

About the Opportunity

The F&I Help Centre Lead plays a key role in ensuring the delivery of timely and accurate support while fostering continuous improvement and capability development within the team.

In this role, you will contribute to a range of responsibilities, including but not limited to:

Lead and coordinate daily Help Centre operations, monitoring workload distribution and prioritising critical requests to ensure SLA compliance

Coach and mentor Help Centre staff to develop technical expertise, service capability, and problem-solving skills, fostering a collaborative and high-performing team culture

Maintain the F&I service catalogue, dashboards, and reporting, ensuring data integrity and accuracy to support informed decision-making

Oversee the full lifecycle of the knowledge base, including creation, review, auditing, and retirement of content, ensuring information is accurate, relevant, and accessible

Drive continuous improvement by identifying and implementing process and automation enhancements aligned with Service Delivery Governance standards

Collaborate with IT leadership, Service Owners, and subject matter experts to align Help Centre operations with strategic and organisational priorities

1. Providing support for external reporting processes during key processing periods, collaborating with the Census Process Lead to ensure timely issue resolution

Provide performance insights and identify opportunities for new or improved service offerings

About You

Proven experience leading a service desk, help centre, or customer support function

Knowledge or experience with finance and infrastructure processes or ERP systems particularly Jira Service Management would be highly regarded

Strong communication and interpersonal skills with the ability to engage and influence stakeholders at all levels

Demonstrated 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 a focus on mentoring and team development

A current Working With Children Check (Paid Employee)

About Us

At Catholic Schools Parramatta Diocese (CSPD), we serve over 40,000 students and employ 5,000+ staff across a vibrant network of primary and secondary schools. We're on a mission to transform learning and empower every student to reach their full potential. Join a purpose-driven organisation that invests in its people and its future.

Ready to Make a Difference?

This role involves working with children and requires satisfactory employment screening, including a National Police Check and a valid Working with Children Check. All staff must comply with CSPD’s Child Safeguarding Procedures and Code of Conduct.

Learn more at the Office of the Children’s Guardian.

We welcome applications from Aboriginal and Torres Strait Islander peoples and people from culturally diverse backgrounds.

CSPD may progress suitable candidates and make an appointment during the advertising period.