Service Centre Team Leader at myCareer - NSW Government

Orange, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

125720.0

Posted On

07 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Service Request Management, Issue Resolution, Performance Monitoring, Data Analysis, Stakeholder Management, Mentoring, Coaching, Incident Management, Service Management, Customer Service, Technical Advice, Operational Advice, ITSM Systems, Self-Service Capabilities

Industry

Government Administration

Description

Service Centre Team Leader Clerk Grade: 7/8 ($113,574 - $125,720 + Super) Salary Range: $113,574 - $125,720 plus superannuation and leave loading Location: Orange or Parramatta - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies. Please note: This advertisement is to establish a Talent Pool for upcoming temporary and ongoing opportunities. While this is not an immediate role, successful candidates may be contacted as suitable positions arise. If you’re keen to grow your career with us, we encourage you to apply and showcase your skills. About Us: The Department of Customer Service (DCS) is committed to delivering world‑class customer experiences for the people of NSW. We lead digital innovation, provide essential services, and support agencies across the public sector to improve service delivery outcomes. Within DCS, Government Shared Services (GSS) plays a vital role in delivering high‑quality, efficient, and customer‑focused services. We support our partner agencies through expert service management, technology support, and continuous improvement initiatives About the Team: The Service Centre is a dynamic, fast‑paced environment responsible for delivering first‑level support and high‑quality customer service to stakeholders across the cluster. Our teams manage incidents, respond to enquiries, and support the smooth and efficient day‑to‑day operation of business services. As a Service Centre Team Leader, you will lead a team of Service Centre Analysts and Senior Support Officers, fostering a supportive, inclusive, and high‑performing culture. We work closely with Level 2 support teams, vendors, and internal partners to resolve issues, improve service quality, and enhance the customer experience. Key Responsibilities: The Service Officer, Service Desk role provides Tier 1 support and guidance to users across a variety of locations and systems. You will play a key part in delivering high‑quality shared services in line with our Service Partnership Agreements (SPAs), ensuring a strong customer‑centric approach and supporting organisational priorities. In this role, you will: Lead a team of Service Centre Analysts, both onsite and remote, to deliver exceptional first‑level support. Oversee day‑to‑day operations, including service request management, issue resolution, and performance monitoring. Use data and customer feedback to maintain and continuously improve service quality standards. Support the rollout of new systems, processes, and self‑service capabilities. Provide technical and operational advice to stakeholders to assist with problem resolution and service improvements. Mentor and coach service desk analysts, fostering a culture of customer‑focused service delivery. About You The successful candidate must demonstrate strong capabilities in: Experience leading or supervising a service desk or support team in a complex, high transaction volume and customer-focused environment Strong understanding of incident and service management frameworks and tools (e.g. ITSM systems) Ability to analyse performance data and drive service improvements Confident communication and stakeholder management skills Experience supporting diverse teams across multiple locations (onsite and remote) Knowledge of public sector service standards and compliance requirements is desirable What we need from you An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills. Salary Grade 7/8, with the base salary for this role starting at $113,574 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Marina Hana via marina.hana@customerservice.nsw.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday, 16th March 2026 (9:59am) Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact marina.hana@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process

Responsibilities

The Service Centre Team Leader will lead a team of Service Centre Analysts and Senior Support Officers, overseeing day-to-day operations including service request management, issue resolution, and performance monitoring to deliver exceptional first-level support. Key duties involve using data to improve service quality, supporting new system rollouts, and mentoring the team to foster a high-performing, customer-focused culture.