Service Desk Supervisor

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):

Describe a time you led a technical support team through a challenging or high-pressure situation. How did you guide your team, maintain morale, and ensure service standards were met? What did you learn from the experience?

Tell us about a complex ICT issue or deployment you coordinated that required collaboration across multiple systems, platforms, or stakeholders. What steps did you take to identify solutions, manage risks, and deliver a successful outcome?

Advice on applying for NSW Public Sector roles

If you need reasonable adjustments for the recruitment process and workplace, please reach out to

Close date: Sunday, 9 November 2025 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.