Lead LMS Customer Support

  • Australia
  • Melbourne
  • Permanent
  • ASAP Start | Inner Eastern suburbs/WFH

We’re partnering with a leading education and skills organisation to recruit a Lead LMS Customer Support professional to join their Customer Experience & Technology team.

This is a fantastic opportunity to step into a hands-on technical leadership role, driving LMS support excellence, system improvements, and customer experience outcomes.

In this role you’ll be the go-to expert for Learning Management System (LMS) support, ensuring high-quality service delivery across incidents, requests, and system enhancements. You’ll take ownership of the LMS support function, work closely with vendors, and provide onboarding, training, and advisory services to users and stakeholders.

Key Responsibilities

  • Own and manage the LMS support queue, resolving incidents, problems, and requests
  • Provide expert support across LMS platforms (including Moodle/Catalyst environments)
  • Collaborate with vendors to ensure SLAs are met
  • Manage escalations and critical incidents
  • Configure, test, and deploy LMS enhancements
  • Drive system optimisation, stability, and performance improvements
  • Identify and implement process improvements on a regular basis
  • Deliver LMS-related projects on time and to a high standard
  • Support system upgrades, integrations, and new implementations
  • Communicate effectively with users regarding incidents and updates
  • Deliver onboarding, training, and consulting services
  • Build strong relationships with internal and external stakeholders

Key skills & experience:

  • Strong experience supporting LMS platforms (Moodle/Catalyst highly regarded)
  • Proven background in IT support, incident management, and service delivery
  • Experience working with service desk tools (e.g. Zendesk)
  • Solid understanding of ITIL processes and best practices
  • Ability to analyse requirements and deliver practical solutions
  • Experience managing SLAs and working with external vendors
  • Excellent communication and stakeholder engagement skills
  • ITIL Foundation certification – highly desirable
  • Exposure to project delivery in IT environments – highly desirable

Apply now to secure a interview or contact josh.dmonte@talentinternational.com for further information.

Apply now

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