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Description
Location: Footscray Park (with work across all campuses)
Classification: HEP Level 6 + 17% employer superannuation
Contract Type: Full time, Ongoing
Hours per week: 36.75
The Digital and Campus Services team is seeking an experienced and motivated Team Lead, Customer Support to play a key leadership role. Based at our Footscray Park campus, you’ll lead a team of Customer Support Officers in delivering high-quality, customer-focused IT and campus services across the University.
This is your opportunity to influence service delivery, support digital transformation, and directly enhance the campus experience for students, staff, and visitors.
About the Role
As Team Lead, Customer Support, you will:
- Lead and mentor a team providing front-line support for IT and campus services
- Manage support requests, incidents, and service delivery within agreed SLAs
- Drive continuous improvement through analysis, documentation, and knowledge sharing
- Foster a positive, high-performance team culture aligned with VU’s strategic goals
- Collaborate with internal stakeholders and external vendors to resolve technical issues
- Act as a point of escalation and subject matter expert across multiple service channels
About You
You are a confident and capable leader with a passion for customer service and technical support. You will bring:
- Relevant qualifications and/or equivalent experience in IT support or customer service
- Strong knowledge of IT hardware, software, and infrastructure support
- Demonstrated experience in leading teams and delivering high-quality service
- Exceptional communication, problem-solving, and analytical skills
- Ability to work collaboratively across teams and manage competing priorities
- A continuous improvement mindset with a strong focus on stakeholder experience
How to Apply:
For a copy of the Position Description, click HERE.
Applications must be submitted as a single document comprising:
- A cover letter
- Your curriculum vitae/resume
- Your responses addressing all selection criteria located in the position description
Note: Applications which do not address the selection criteria will NOT be considered.
Application closing date: 11:59pm Friday 22nd August
Our Commitment to Protecting Country:
Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share.
Our Commitment to Progressive Inclusivity
Victoria University welcomes and celebrates the diverse perspectives, identities, and backgrounds of all people. We are committed to progressive inclusivity as a core strategic priority. All members of the VU community have a responsibility to be inclusive, respectful and supportive of all.
We are committed to maintaining a workforce which reflects the community we serve, this means we strive to attract, retain, develop and empower talented individuals from all backgrounds. We encourage applicants who are Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised people, those from the LGBTQIA+ community, people from all ages and socio-economic backgrounds. We believe that a diversity of experiences and perspectives strengthens our community and fosters a more innovative, inclusive, and supportive working environment, where everyone feels they belong.
VU is committed to providing a positive and barrier-free recruitment experience. If you have access requirements or would benefit from adjustments, including with position descriptions, application forms, or require any other document in an accessible format at any stage of the recruitment process please contact us at Write to the company or call (03) 9919 5999.
