User Support Manager

1 week ago

Canberra, Australia Australian National University Full time

**Classification**: Senior Manager 1
**Salary package**: $134,812 - $141,252 per annum plus 17% superannuation
**Terms**: Full-time, Continuing (contingent funded)
- This position is continuing (contingent funded). The funding that supports this project has an expected end date of 30 June 2028._

**The Position**

National Computational Infrastructure (NCI) is Australia’s leading national provider of high-end computational and data-intensive services, with a well-respected reputation for its services, expertise and innovation. NCI is an operating unit of the Australian National University and is built on and sustained by a formal collaboration of national research organisations, ANU, CSIRO, Bureau of Meteorology, Geoscience Australia, other research-intensive universities and organisations nationally.

The User Support Manager is responsible for coordinating daily activities of the NCI user support team and continuous maintenance and improvement of support infrastructure and processes for NCI. This position will play a critical role in improving support service delivery to a community of more than 35 stakeholder organisations and 7000 active users.

We are seeking a manager with a technical and/or scientific experience to oversee national-scale operational user support activities for NCI. The position will be responsible for:

- Coordinating daily activities of NCI specialist user support team, which include the primary help desk queue, and MyNCI self-service registration system
- Continuous quality assurance and improvement of specialist support services
- Liaison with NCI technical and administrative teams
- Operational communications to users and stakeholders
- Development of policies, procedures and user documentation
- Maintenance of the NCI third-party scientific software catalogue.

The ideal applicant will have experience using peak-scale high-performance computing and data services for scientific research, or a demonstrated experience supporting collaboration within a community of researchers.

A demonstrated ability to communicate effectively and professionally with colleagues, users and stakeholders is essential. Prior experience using a support ticket system such as Service Now, JIRA Service Manager, Zendesk or similar, is desirable.

Administration and configuration (e.g. defining workflows, quality assurance) experience with a support ticket system is highly desirable.

This position is full-time, on-site at NCI on the ANU campus.

**Application information**
- A statement addressing the selection criteria.

**Applications which do not address the selection criteria may not be considered for the position.

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