Own IT service delivery across all Explorers centres and our Support Office, including the helpdesk, incident, request, problem and change management functions.
Set and report against service levels, response and resolution times, system availability and ticket backlog, while driving down recurring issues.
Lead, coach and develop a small IT support team, setting clear priorities and building a responsive, customer focused service culture.
Manage relationships with IT vendors, managed service providers, telecoms and software suppliers, including contracts, licensing and SLA performance.
Maintain operational oversight of core business systems (including childcare management and HR/payroll platforms), IT assets, and endpoint security controls.
Own technology readiness for new centre openings against agreed checklists and dates -supporting Explorers' continued growth across Melbourne.
Identify and lead continuous improvement initiatives that reduce manual processes, recurring incidents and unnecessary technology costs.
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