Service Desk Team Leader

• Clerk Grade 5/6
• Ongoing Full-Time
• Parramatta

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.

About the role

We have an opportunity for a Service Desk Team Leader to be part of our Service Desk, Technology and Communication Services Command team. 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, Working collaboratively on ICT initiatives that support the community through policing practices.

For more information on this role (e.g. essential requirements, key accountabilities and capabilities required for the role), click here to view the role description.

What we can offer you

At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include:

• competitive salary;
• flexible work options;
• opportunity to purchase leave;
• annual leave loading;
• corporate wellbeing programs including seminars and the Fitness Passport;
• free annual influenza vaccination;
• salary packaging options via superannuation contributions or a novated vehicle lease;
• convenient location for public transport and to shops etc; and
• in-house gym facilities.

How to Apply

Applications can only be submitted electronically via the I Work for NSW website.

To be considered for this role, attach a cover letter (2 pages maximum) and an up-to-date resume that clearly details your skills & experience as relevant to this role.

Please do not attach copies of qualifications, certificates or documentation (other than what has been requested) - you can bring these if called for interview.

Please address each of the following Target Questions (500 words per question) in the text boxes provided in the online application or attach 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 use to evaluate service desk performance, and how do you act on them to improve team outcomes.

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

If you require any further information about this opportunity, please contact the hiring manager Matthew Tracey via

To be eligible to apply for this role, you must meet one of the following statuses:

• an Australian Citizen;
• a permanent resident of Australia; or
• a New Zealand citizen.

Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.

Our commitment to Diversity:

The NSW Police Force is a proud employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees. Differences are embraced, contributions are valued, and everyone has a sense of connection and belonging.

We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ, with disability, a culturally and linguistically diverse background, and people of all ages.

If you identify as a person with disability and require further information on the role or you require specific arrangements to participate in the recruitment process, please contact the HR Diversity Team by email at PCC-

If you identify as Aboriginal or Torres Strait Islander and would like assistance with your application, please contact the NSWPF Aboriginal Employment & Engagement team at PCC-

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.

For more information on applying for roles with the NSW Police Force click here

Thank you for your interest in this role. We look forward to receiving your application.