Associate Director, Service Desk

Associate Director, Service Desk (Health Manager Level 5)

• Permanent Full-Time
• Opportunity to work from our modern offices in Chatswood and St Leonards
• In-office presence with hybrid flexibility for work-life balance
• Attractive salary, from $166, % Super + 17.5% annual leave loading
• Increase your take home pay with salary packaging, meal allowance, fitness passport and more
• Join the team enriching health in millions of ways every day through digital innovation

Applications Close: 11:59pm, Sunday 24th August 2025

About Us – eHealth NSW

At eHealth NSW, we're leading the digital transformation of Australia's largest health system. As NSW Health's digital centre of excellence, we design, build and support world-class ICT solutions that improve patient care across the state.

Guided by a Cloud First Strategy, we're harnessing digital technology to better patient care and deliver scalable, quality, patient-centred, digital healthcare. With your skills and experience, you can help enrich the lives of millions while developing your career within Australia's largest health organisation—alongside passionate tech professionals, health partners and industry leaders building solutions that truly make a difference.

About the Opportunity

As the Associate Director of the Service Desk in our Customer Services portfolio at eHealth NSW, you will help make a real difference in healthcare by playing a critical role in enabling NSW Health to deliver world-class care by helping shape the future of ICT support services across all of NSW Health entities.

This role offers the opportunity to lead the strategic and operational delivery of the Statewide Service Desk (SWSD), driving excellence in customer experience, operational performance, and service innovation.

In this role, you will:

• Lead and inspire the SWSD supporting functions, fostering a high-performing, customer-focused, and accountable culture.
• Oversee performance, training, and career development for Service Desk Analysts, embedding continuous improvement and culturally aligned behaviours.
• Collaborate with managers to align analyst assignments with skills, manage risks, and ensure role fit.
• Develop and implement contemporary induction, training, scheduling, and forecasting programs to optimise service delivery.
• Drive the creation of robust reporting, quality assurance, and knowledge management systems in partnership with stakeholders.
• Build strong relationships with internal and external partners to influence, advise, and enhance organisational capability.
• Contribute to strategic, budget, and planning processes to support effective policy, service, and financial outcomes.

About You

• Proven track record in delivering ICT Service Desk functions in large, complex environments, with strong knowledge of industry best practice and relevant qualifications or equivalent experience.
• Demonstrated leadership in driving performance, developing team capability, and fostering a high-performance, customer-focused culture.
• Exceptional interpersonal, negotiation, and stakeholder engagement skills, with experience influencing senior stakeholders to achieve optimal outcomes.

Need more information?

• Position description
• Find out how we hire at eHealth NSW
• Check out our diversity and inclusion commitment
• Learn more about us at eHealth NSW

Working at eHealth

Our people are at the heart of who we are. We support our people with great benefits so they can enrich health in millions of ways every day:

• Flexible work options
• Professional growth and career development
• Allocated day off per month
• Salary packaging
• Various health and wellbeing programs to support our team

How to apply

Share with us your cover letter and most up to date resume (up to 5 pages), highlighting your relevant skills and experience.

We recognise that AI tools are increasingly being used to assist with resumes and applications. While we accept their use, we're eager to see your personality and get to know the person behind the application

For further discussions around the role or recruitment process, including adjustments, please contact our Talent Advisor at and quote REQ597857.

We will review all applications after the closing date. If your application is successful, you may be invited to take part in additional assessments as part of the recruitment process.

Additional information

• This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
• To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).

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