About Cbus

Created by workers, for workers, Cbus Super is one of Australia’s most successful Superannuation funds. For almost four decades we’ve proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we’ve been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

About the role

The IT Support Operations Manager reports to the Senior Manager, Enterprise Technology Services and leads a team of 7 staff to ensure the effective and efficient delivery of IT Support Services to CBUS and its users.

This role ensures delivery of high-quality IT support and services to the organisation, driving operational excellence, user satisfaction, and continuous improvement. They collaborate with key stakeholders to align IT services with business needs, implement best practices, and optimise technology performance.

This role ensures excellent customer experience within the CBUS Enterprise Technology ecosystem, balancing security risk and regulatory requirements.

We are looking for a candidate with strong experience managing a service desk in a multi-site, large environment. You are a people oriented leader who is passionate about supporting and mentoring their team.

This is a permanent role based in Melbourne with a requirement to be based in the office at least 4 days/week.

Key Accountabilities

• Manage a team responsible for incidents, requests, changes and problems inside of our Service Management Tool.
• Prioritise workloads to meet SLAs and ensure incidents are resolved within SLA KPIs.
• Ensure that our operational support team adheres to the latest ITIL and service management standards.
• Ensure the Service Desk provides high levels of service in-line with best practice service delivery frameworks.
• Provide thought leadership to foster an environment of innovation and exploration.
• Be the point of escalation for the business stakeholders for support related issues.
• Provide monthly team performance reports.
• Engage proactively in audit requirements and comply with risk management frameworks.
• Actively collaborative with the Senior Manager of enterprise technology services to ensure timely procurement of licences and hardware, while proactively identifying and addressing future technology needs.
• Hire, evaluate and supervise staff.

What we’re looking for

• Tertiary qualifications in IT or a related discipline, or alternatively strong industry qualifications. (ITIL Foundations Certification highly desirable)
• Extensive experience in managing a Service desk and relevant support teams.
• Working with Enterprise Microsoft environments including Windows Server, Office365, Active Directory and SCCM technologies.
• Experience in supervising staff and managing team workloads and priorities.
• Able to use initiative and independent judgement within established guidelines and procedures.
• Ability to lead a team responsible for managing the entirety of the ITIL lifecycle (incident, response, change, asset, problem, configuration).

Belong at Cbus

We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We’re looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

We’re keen to hear from you

If you've read through the requirements of this role and you feel like you haven’t fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via [email protected]

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website, cbussuper.com.au/careers

Applications Close:

16th May 2025

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.