Client Services Team Leader

Job Description:

Client Services Team Leader, UNSW Canberra City Campus

Employment type: Full-time, 35 hours per week
Duration: Continuing
Remuneration: Level 7 from $118,483 plus leave loading and 17% superannuation

Location: UNSW Canberra, City Campus

About UNSW Canberra
University of New South Wales (UNSW) in Canberra has multiple locations in the Nation’s Capital.
UNSW Canberra distinguishes itself from other institutions by its commitment to being thoughtful, practical, and purposeful in all endeavours. This combined approach is integral to the university's impact and contributes to its recognition as one of the top 20 universities globally, as well as a proud member of Australia's esteemed Group of Eight. Choosing a career at UNSW means embracing an environment where thriving, facing challenges, and engaging in meaningful work are not just encouraged but integral to the university experience. If you seek a career where you can excel and contribute meaningfully, you've found the right place.

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.

Why Your Role Matters
Client Services Support (CSS) are the frontline support services for UNSW Canberra’s Information, Communication & Technical Services (ICTS) Unit, providing responsive and proactive IT services supporting UNSW Canberra’s mission of promoting lifelong learning through innovation and engagement whilst leveraging our location to build meaningful relationships across Defence, industry, government and academia.

This position has a lead role in the CSS team and is responsible for the day-to-day management of client-facing IT Support Officers, delivery of service requests and resolution of incidents.

Who You Are (skills and experience):

• Relevant tertiary degree in a related field with subsequent relevant experience, or at least 5 years’ experience combined with training in a related field, or equivalent level of knowledge gained through a combination of education, training, and experience.
• Demonstrated advanced understanding of a range of IT systems and applications including Windows operating systems, Microsoft cloud services and IT Service Management tools.
• Advanced written and verbal communication skills, with a high level of attention to detail for deliverables produced.
• Well-developed time management skills, with a demonstrated ability to respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative.
• Sound experience in leading, managing and mentoring a team.
• Exposure to Agile and/or Lean methodologies and project management practices.
• Demonstrated contribution to the planning of IT initiatives and the review, development, or modification of local procedures (within policy).

Benefits and Culture:
UNSW is committed to helping staff balance work-life responsibilities, by providing access to high-quality services, facilities, and flexible work and leave arrangements.

• Flexible working options (work from home, flexible hours etc)
• Additional three days leave during December festive period
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% superannuation contributions, additional leave-loading payments and salary sacrifice
• UNSW-wide strategy to focus on Healthy Body, Healthy Mind, Healthy Places and Healthy Culture.

Eligibility:
The successful candidate will be required to undertake pre-employment checks prior to commencement in this role. The checks that will be undertaken are listed in the Position Description. You will not be required to provide any further documentation or information regarding the checks until directly requested by UNSW.

UNSW is unable to offer visa sponsorship for this position. You must have existing working rights in Australia.

The University reserves the right not to proceed with any appointment.

Pre-Employment Checks
Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.
These pre-employment checks may include a combination of some of the following checks:-
• National and International Criminal history checks
• Entitlement to work and ID checks
• Working With Children Checks
• Completion of a Gender-Based Violence Prevention Declaration
• Verification of relevant qualifications
• Verification of relevant professional membership
• Employment history and reference checks
• Financial responsibility assessments/checks
• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.

How to Apply:

Make each day matter with a meaningful career at UNSW. Submit your application online before Sunday 5 July 2026 at 11:30pm, including your CV and a 1–2-page cover letter addressing the required skills and experience outlined in the position description. In order to view the position description, please ensure that you allow pop-ups for https://www.jobs.unsw.edu.au

Get in Touch:

For role-related queries please contact:
Keith Howard - Manager, CSS
[email protected]

For recruitment process-related queries please contact:
Holly Whale – Talent Acquisition Consultant
[email protected]

Applications cannot be accepted if sent directly to the contact listed.

Find out more about the lifestyle and benefits when working with UNSW

For further information about UNSW Canberra, please visit: UNSW Canberra
For further information on living in Canberra, please visit: Living in Canberra

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.