Client Support Coordinator

• Lead dedicated support professionals
• Contribute to meaningful improvements in service delivery
• Make a direct impact on how staff and students engage with technology
• Onsite role based at Callaghan

The role

Digital Technology Solutions (DTS) plays a critical role in enabling the University’s teaching, research and service excellence. We are looking for a proactive and people-focused Client Support Coordinator to lead our frontline support team and help deliver an outstanding digital experience to staff and students across the University.

In this role, you will manage the day-to-day operations of our Client Support Officers and Client Support Assistants, ensuring the team provides timely, high-quality technical support and exceptional customer service. You will guide team members in their roles, provide escalation support, lead regular team meetings, and drive a culture that embraces collaboration, continuous improvement, strong communication and client-focused service. You will also contribute directly to client support by resolving complex incidents and managing escalations, ensuring requests are logged, prioritised and resolved within agreed timeframes.

A key part of the role involves developing and implementing procedures that support strong team performance, delivering training and induction to new staff, and ensuring consistent quality across support channels. You will help create and refine Service Desk materials to improve first-point-of-contact resolution and support customer self-service. You will also play an important role in stakeholder engagement, building strong relationships across DTS and the wider University, sharing information, and contributing innovative ideas that improve service outcomes and enhance the impact of DTS.

This position requires a commitment to secure and compliant work practices, ensuring all activities align with University and DTS IT security policies and procedures.

About you

You are an experienced IT support professional with strong leadership capability and a passion for delivering excellent customer service. You thrive in a fast-paced environment and can prioritise workloads to meet service demands. You are confident leading a team, supporting staff development, and fostering a positive, engaged and high-performing team culture. Your communication skills are strong, enabling you to build constructive relationships with clients and stakeholders. You enjoy solving problems, guiding others and contributing to the continuous improvement of support processes and digital service delivery.

This continuing position is full time at a HEW 7 Higher Education Worker Level and will be based at our Callaghan Campus.

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision and our values of excellence, equity, engagement and sustainability, the University of Newcastle’s Looking Ahead Strategic Plan 2020-2025 outlines the University’s commitment to delivering an exceptional student experience and serving our communities. 

For more information click here – Our Uni. 

What we offer

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively. 

These include: 

• The remuneration for this position is from $103641 - $116596 p.a. + superannuation and is commensurate with skills and
• Flexible working arrangements (in line with the University’s Flexible Work Policy
• 17% super and salary packaging
• Additional University Holiday days, generous personal leave and parental leave, annual leave loading and additional purchased leave scheme
• Discounts in private health insurance, gym memberships, software, travel and more
• Wellbeing programs

Your next steps 

Please visit here for a guide on how to apply for a role. 

If viewing this on a job board other than the University's please click ‘Apply’ to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy before commencing your application. 

Your application must include: 

• Your resume
• A cover letter outlining your motivation to apply for this opportunity
•  A statement addressing the Essential Criteria listed in the job description demonstrating your qualifications and experience with examples.

To ensure that your application receives full consideration, it's important to structure and address the selection criteria outlined in the application process. This helps us better understand your experience and suitability for the role. We appreciate your attention to this matter and look forward to reviewing your application.

Please upload your Cover Letter and response to the requested Criteria as one PDF document.

Your Cover Letter and Response to the Essential Criteria should not exceed 4 pages (approximately 2,000 words).

Applications for this position will only be accepted from those with Australian residency or a valid work permit. We are unable to offer visa sponsorship for this role. 

For specific position enquiries, please contact Brian Mullaly, Manager, Customer Support   (02) 4985 4235 or via email Brian.Mullaly@newcastle.edu.au

 Having Difficulties? Please reach out to us: employment@newcastle.edu.au

Closing date: Sunday 25th January 2026 11:59pm AEST

We are excited to be Looking Ahead with you

#LI-KG1