• Monitor and ensure all tickets are managed within defined SLA timelines • Track ticket progress and escalate risks to SLA breaches • Ensure technicians update and close tickets accurately and on time • Review technician timesheets to ensure timely and accurate submission • Monitor time spent per ticket and flag inefficiencies or deviations • Allocate onsite visits based on priority, location, and resource availability • Coordinate with technicians to optimise workload and response times • Collect feedback and reviews from clients after ticket closure • Maintain strong communication with Australian clients • Prepare daily, weekly, and monthly service desk reports • Track KPIs such as SLA adherence, resolution time, and ticket backlog • Maintain accurate documentation and audit-ready records

• Monitoring, follow-up, and administrative, logistical, and operational support for planning activities and routine administrative tasks • Continuous development and improvement of administrative processes • Analysis of bottlenecks in routine workflow activities • Management and control of costs, compliance with legal and regulatory requirements, procurement, logistics, action plans and their deadlines • Operational control of administrative activities

• Plays a vital role in the sponsor project life cycle ensuring research proposals adhere to sponsor guidelines • Supports faculty, center directors, and staff throughout the pre-award stage of sponsored projects, including proposal preparation and submission • Manages a portfolio of faculty post-award and payroll sourcing activities with minimal supervision for a research-intensive department • Provides oversight and day-to-day management of research administration • Performs pre-award job duties in response to specific proposal guidelines for complex proposals • Works with faculty in proposal preparation and submission • Manages budgeting, analysis, and justifications for proposals • Acts as liaison between the Chair, Faculty, and Department Administrators • Stays current on federal and university developments regarding research administration and regulations • Monitors and works with PI to submit annual agency reports • Oversees and coordinates proper transfer of PI grants and contracts • Serves as responsible for the closure of complex sponsored projects accounts • Coordinates the necessary support with internal and external requests for grant-related information

• Partner with University stakeholders to understand key use-cases and requirements • Perform complex research, analyze technology, consult vendors, and apply best practices • Evaluate potential risks to the service and applications • Advise end users on application best practices and functionality on complex applications • Respond to and resolve complex incidents/requests submitted by customers • Create and maintain documentation related to services • Plan, review, coordinate, and socialize impact of vendor managed application upgrades • Engage regularly with vendors to understand application product release roadmaps • Validate, test, and implement solutions • Develop complex test plans as needed