Service Desk Team Leader

Overview

Job Description - Service Desk Team Leader (0000B18R)

Role: Service Desk Team Leader - 0000B18R. Ongoing Full-Time

About us

The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW.

Responsibilities

The Service Desk Team Leader plays a pivotal role in overseeing the daily operations of the Service Desk, ensuring high performance and service quality. This includes supervising Service Desk Analysts, providing ongoing coaching and mentoring, and managing team activities to maintain efficient and effective support services. You will work collaboratively on ICT initiatives that support the community through policing practices.

• Oversee daily Service Desk operations and ensure high performance and service quality
• Supervise and coach Service Desk Analysts
• Mentor and develop team capabilities
• Coordinate team activities to maintain efficient and effective support services
• Collaborate on ICT initiatives supporting policing practices

Qualifications and requirements

View the relevant role description for essential requirements, key accountabilities, challenges and capabilities. To be considered for this role, you must meet eligibility criteria:

• Permanent resident of Australia or New Zealand citizen (as applicable)
• Undergo National Police (criminal history) check and obtain/maintain Security Clearance as determined by NSW Police Force

Target questions are to be addressed in the online application or as a separate document. Applications must be submitted electronically via the I Work for NSW website, with a cover letter (2 pages maximum) and an up-to-date resume detailing relevant skills and experience.

What we can offer

At NSWPF our people have access to a range of benefits that help balance life at work and at home. Benefits include:

• Flexible work options
• Opportunity to purchase leave
• Annual leave loading
• Corporate wellbeing programs including seminars and the Fitness Passport
• Salary packaging options via superannuation contributions or a novated vehicle lease
• Convenient location with public transport and shops
• In-house gym facilities

How to apply

Applications can only be submitted electronically via the I Work for NSW website. Attach a cover letter and an up-to-date resume that clearly details your skills and experience relevant to this role. Do not attach copies of qualifications or documentation unless requested. Address Target Questions in the text boxes provided or as a separate document.

Target Question 1: How do you balance technical troubleshooting with team coaching during high-volume support and call periods?

Target Question 2: What metrics have you used to evaluate service desk performance, and how do you act on them to improve team outcomes?

Your application must stand on its own merits; completeness and relevance will determine if you proceed to the selection process.

Contact and diversity

For further information about this opportunity, please contact the hiring manager Matthew Tracey at 0417 191 666.

Our commitment to diversity: The NSW Police Force is a diverse employer and is committed to creating an inclusive and respectful workplace. We welcome applications from Aboriginal or Torres Strait Islander peoples, individuals who identify as LGBTQ+, people with disabilities, culturally and linguistically diverse backgrounds, and people of all ages. For accessibility or inclusion assistance, contact the HR Diversity Team at PCC-INCLUSION@police.nsw.gov.au.

Location

Sydney Region - Sydney, Greater West

Work Type

Full-time

Number of Positions

1

Total Remuneration Package: $124,981 pa. Includes salary range $99,938 to $110,271, plus employer's superannuation contribution (12%) and annual leave loading.

Closing Date

21-Sep-2025, 1:59:00 PM

Job Category

Information and communications technology

We pay respect to the Traditional Custodians and First Peoples of NSW and acknowledge their ongoing connection to their country and culture.

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