Starting from $106,565.76 including super
Location: Cremorne, occasional travel to other campuses
Role Type: Full‐time, Permanent
Remuneration: Starting from $106,565.76 including super
Bendigo Kangan Institute (BKI) is one of Victoria's largest TAFE providers, offering state‐of‐the‐art training centres and a wide range of courses. We are committed to fostering a customer‐centric culture that helps us achieve our best in a healthy and supportive environment.
About the Role:
The Lead LMS Customer Support plays a critical role in ensuring high‐quality, stable and customer‐centred learning management system services across our eWorks client base. The role is the primary owner of the LMS helpdesk function, managing incidents, requests and problem resolution through Zendesk, while coordinating with internal teams and vendors to maintain strong service levels. Responsibilities include technical support, system configuration, testing, deployment, and enhancements to Catalyst/Moodle environments; delivering tailored onboarding, training and consulting services to clients; and contributing technical insight to service delivery and pre‐sales activities. As the senior SME you will guide the LMS Customer Support Officer and help drive continuous improvements, system stability and customer satisfaction.
We are excited about you because you have:
* Extensive experience providing technical support for Moodle/Catalyst LMS platforms.
* Proven ticket ownership and customer service excellence using a Service Desk tool (Zendesk desirable).
* Strong stakeholder skills – clear communicator, vendor‐savvy, and comfortable advising clients and non‐technical users.
* Experience delivering enhancements/projects (coordination, testing, release) and supporting migrations.
* Knowledge of ITIL processes; ITIL Foundation is desirable.
* Relevant degree/qualifications or equivalent experience, with excellent documentation/reporting skills.
We can offer you:
* Attractive work‐life balance and flexible work options
* Free onsite parking for most campuses
* Fitness Passport Program with exclusive access for you and your family to 230+ locations Australia wide
* Counselling support (EAP) and Health & Wellbeing initiatives throughout the year
* Meaningful work that drives positive social impact
* The opportunity to build a career in a world leading vocational education and training sector, with diverse and emerging career opportunities across Australia.
The Essential Paperwork:
* Working with Children Clearance (WWCC)
* Certified right to work documentation
* Certified copies of your qualifications and transcripts
Ready to make the switch? Click 'Apply Now' to join our team by sending us your updated resume and cover letter.
Only applications from candidates with valid working rights will be considered. We are a child safe and equal opportunity employer and therefore the successful candidate will be required to hold a current Working with Children check clearance.
Bendigo Kangan Institute acknowledges that its campuses are located on the ancestral lands of the Djaara people of Dja Dja Wurrung, Wurundjeri Peoples of the Kulin Nations, Yorta Yorta Nations and the Gunaikurnai people. The Institute respects their Elders past, present and emerging and cultural heritage, and we recognise their continuing connection to land, waters and culture.
Applications close: 11:59 PM on Friday 27 March 2026
Applications will be assessed as they come in – we may start interviews before the closing date.
NOTE: Bendigo Kangan Institute reserves the right to withdraw this position at any time.
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