Help Centre Lead - Finance & Infrastructure

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

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.

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




• 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.