About the role This role leads the front door of digital support at UNE.
You will be responsible for the quality and performance of client-facing IT services across portal, phone, email and in-person channels, while helping the University shift from traditional support to a model that builds confidence, reduces repeat demand and makes it easier for people to get things done.
You will lead a team, coordinate demand across Technology and Digital Services, and turn service data and client feedback into practical improvements including strengthening self-service and knowledge quality, and partnering with the Service Platform team to improve ServiceNow workflows, routing, automation and AI-assisted support.
The role suits a manager who values reliable daily operations and the challenge of redesigning how support works.
Success will be visible in stronger resolution quality, better client journeys, greater self-service success and fewer avoidable contacts.
About you You are an experienced service leader who can run reliable daily operations while looking beyond the immediate queue to understand why demand is occurring and what needs to change.




You are comfortable leading a frontline team in a visible environment, addressing performance directly and using data and feedback to drive improvement.
To succeed in this role, you will bring: Demonstrated experience leading a client-facing IT support or service operation, with evidence of improving service quality, resolution outcomes and self-service success Confident people leadership, including managing performance, coaching capability and coordinating work across multiple teams to ensure issues are resolved Experience translating client feedback and service data into practical improvements to processes, knowledge, support channels and ServiceNow workflows, routing and automation Solid stakeholder skills, with the ability to manage competing priorities and communicate clearly during change, with sound judgement in the use of AI and automation Postgraduate qualifications and extensive relevant experience, or an equivalent combination of education, training and experience Experience with ITIL, walk-up support, higher education, ServiceNow or AI-assisted service delivery would be highly regarded.

📌 Manager Client Experience And Enablement (Armidale)
🏢 University Of New England
📍 Armidale