EUT Support Manager

EUT Support Manager

About Us

Come and join the team delivering Western Sydney International (Nancy-Bird Walton) Airport, the lynchpin of the extraordinary transformation currently underway to stimulate investment and develop high-quality career opportunities across Western Sydney.

An airport that represents the future of aviation, Western Sydney International will open to international, domestic and air cargo services in late 2026 and will eventually grow to become the city's primary airport and one of Australia's biggest gateways to the world.

About the Opportunity

WSA's Technology plan encompasses a high volume of systems varying in degree of size and complexity. At the peak period of implementation and testing, we will have a large team of both WSA and vendor resources.

Reporting to the Enterprise Services Manager, this position will work with the Technology Operations, Project teams and Suppliers to ensure quality end user technology (EUT) support services for the Airport. The role will support the delivery of technology for day-to-day operations.

Key responsibilities:

• Be the subject matter expert for all matters relating to Service Desk and end user support.
• Proactively manage evolving Technology Operations risks/issues and implementation of processes to continually improve services.
• Manage EUT support assurance, compliance, and reporting activities.
• Effectively manage and update EUT support policies, guidelines, and procedures.
• Effectively lead and manage the EUT support team including rostering, performance, and wellbeing.
• Support the transition of new systems from delivery to Operations, ensuring operational readiness.
• Participate in the testing and acceptance of systems and platforms into Technology Operations.
• Provide strong technical leadership and negotiate outcomes with technical and business stakeholders.
• Ensure effective and trusted working relationships are established with team members, key suppliers and WSA stakeholders to achieve successful shared outcomes.
• Communicate clearly and effectively with people from technical, business, and senior management, including the ability to translate technical information into business language.

About You

• Minimum 5 years' experience in Information Technology and/or Operational Technology.
• Experience in EUT support management in a large scale and diverse environment with a focus on stakeholder groups, customers, and end users.
• Tertiary qualifications in technology or a related field preferred.
• Demonstrated knowledge of technologies related to Service Desk and end user support including Channel management, support tools, and metrics.
• Demonstrated knowledge in IT Service Management principles including Request Fulfilment, Incident, Service Catalogue, Problem, Change, Availability, and Capacity Management.
• Experience in a multi-vendor environment, working with strategic partners with a view to achieving targets and SLA's.
• Industry experience in managing and monitoring Service Desk services, face to face support, processes and risk management practices, in-depth understanding of industry trends.
• Strong analytical and statistical capabilities, and the ability to present data in the context of business requirements.
• A high level of interpersonal skills, with an emphasis on negotiation, communication and effective delivery methods including an ability to build strong relationships.
• Ability to apply problem solving skills to identify a range of solutions to complex problems.
• Proven capability in building business insights, a highly analytical and organised approach with a team focus and dedicated to customer service.
• Must have a keen sense of initiative by being a self-starter, with a proactive approach to tasks and collaborations.
• Have a quality-orientated approach, checking all tasks, outputs and processes for accuracy and quality, and seek to make improvements where possible.
• Capability in taking an enterprise approach and strategic awareness to all matters, whilst being customer focused and outcome oriented.
• Effective organisational skills including planning, aligning, and situational adaptability/change with ability to manage conflicting priorities.

This role represents a great opportunity to be part of tomorrow's future and to showcase your skills within a dynamic, fast paced and high-performance culture by living WSA's values:

Safety is our priority | We do it with Heart | We strive to be different and better |We achieve together

There's a great working environment in a collaborative team where your input will be valued and rewarded.

How To Apply

Please submit your application via the link or for a confidential enquiry email Thao Vu in our Talent Acquisition team at WSA. tvu@wsaco.com.au

WSA is an equal opportunity employer committed to building a diverse and inclusive culture. By joining us you will be part of an organisation that supports community, charities and environmental initiatives. We encourage residents of Western Sydney, Aboriginal and Torres Strait Islander and people from all backgrounds to apply. https://westernsydney.com.au/