Service Desk Supervisor / Technical Lead at New South Wales Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ICT Support, Service Delivery, Technical Leadership, Team Supervision, Coaching, Incident Resolution, Wintel Environments, Linux/Unix Environments, IT Service Management, Change Management, Process Improvement, Documentation, Stakeholder Liaison, Customer Focus, Problem Solving

Industry

Law Enforcement

Description

Guiding the future of NSW education Position details Clerk Grade 7/8 Ongoing, full-time role Close to Wynyard station & hybrid work arrangements available About us At the NSW Education Standards Authority (NESA), we’re dedicated to carrying out meaningful work that drives improvements and elevates student achievement across NSW, now and into the future.We accomplish this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards). NESA is a unique organisation in NSW (of around 740FTE staff) with significant state-wide impact, visit our website to learn more about the important work we do. About the role The Service Desk Supervisor/Technical Lead provides hands-on leadership to a small ICT support team, guiding day-to-day service delivery while acting as the senior escalation point for complex technical issues. This is a great opportunity for an experienced ICT professional who enjoys leading and developing people while remaining actively involved in technical problem solving. You’ll play a key role in lifting team capability, improving support processes, and ensuring high-quality ICT services for staff across the organisation. If you’re a practical people leader who enjoys coaching others while remaining technically engaged, this role offers a meaningful opportunity to contribute to high-quality ICT service delivery that supports education outcomes across NSW. On a day-to-day basis you will be responsible for: Supervising and supporting Technical Support Officers, providing coaching, feedback, and guidance to uplift team performance and capability. Acting as the escalation point for complex or urgent ICT incidents, resolving issues efficiently and ensuring minimal disruption to business operations. Coordinating setup activities for large-scale or complex deployments, projects, and changes in line with operational and change management procedures. Promoting consistent use of agreed tools, methodologies, and reference materials across the team. Building a collaborative and customer-focused team culture, ensuring high service standards are maintained. Preparing documentation, knowledge base articles, and stakeholder correspondence aligned with organisational quality requirements. Liaising with internal stakeholders and external vendors to resolve issues and support successful service delivery outcomes. Our ideal candidate will have: Demonstrated background in ICT support and service delivery, with proven ability to resolve complex technical issues efficiently and effectively. An in-depth knowledge of Wintel and Linux/Unix environments. Experience supervising or mentoring ICT support staff, with a focus on supporting performance, capability development, and effective teamwork. The ability to balance hands-on support with leading and coordinating team operations. Sound understanding of IT service management frameworks and established service delivery practices. Strong communication skills, with the ability to engage calmly and constructively with stakeholders and respond effectively in high-pressure situations. Note: A current NSW Working with Children Check (WWCC) clearance for paid employment is required before commencing in this role. It is not required at the application stage. The cost of the WWCC clearance is the responsibility of the successful applicant. We invite you to download the role description for additional information on the position. At NESA you'll benefit from: An organisation where your contribution has a big impact An enviable CBD location (all modes of transport nearby, and excellent coffee and eateries) with refurbished offices Flexible working arrangements and generous leave entitlements Access to discounted health and fitness memberships via Fitness Passport, an employee assistance program and annual flu vaccinations Salary packaging options Working in a purpose driven and ethical organisation with committed colleagues Ready to join us? Select apply and attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 2 pages). Also address the 2 targeted questions below in your online application (maximum of 500 words per response): How have you balanced hands-on technical work with supervising or mentoring others? Provide an example that demonstrates how you supported team performance while ensuring complex issues were resolved effectively. Describe a time you identified an opportunity to improve ICT support processes, tools, or documentation. What prompted the improvement, how did you implement it, and what benefits were realised? Advice on applying for NSW Public Sector roles If you need reasonable adjustments for the recruitment process and workplace, please reach out to recruitment@nesa.nsw.edu.au Close date: Thursday, 19 March 2026 at 11.59pm AEST Thank you for your interest, we look forward to receiving your application. Important information We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with disability, people of all ages, genders, cultural and linguistic backgrounds, the LGBTQIA+ community, veterans and refugees.\ Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position. A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles.

Responsibilities

The role involves providing hands-on leadership to the ICT support team, supervising staff, and acting as the senior escalation point for complex technical incidents. Key duties include coaching team members, improving support processes, and ensuring high-quality ICT service delivery across the organization.