Together we shape thriving communities, public spaces, places and economies. Oversee and support the Technology Service Desk Permanent full-time opportunity Parramatta office location with flexible working supported Salary relative to experience, and ranges from $113,574 to $125,720 p.a super What’s in it for me? Join our team for a fantastic culture with dynamic collaboration and genuine long-term career support . We offer flexibility in work arrangements , diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed. The role The role is all about leading the day‑to‑day operations of the Technology Service Desk, making sure customer requests are handled well, issues are resolved quickly, and the team feels supported to do their best work. It involves overseeing call‑centre activity, mentoring team members, managing escalations, and keeping processes aligned with standards, policies and changing business needs. Strong hands‑on experience in a call‑centre environment and prior experience as a team leader are important, along with solid working knowledge of ServiceNow, Genesys and the Microsoft Suite. A big part of the job is staying aware of what’s happening across the environment, spotting emerging issues early, understanding their impact, and helping the team respond calmly and effectively. The role requires balancing high workloads, adapting to shifting priorities, and keeping service quality consistent even when unexpected challenges arise. You’ll contribute to improving how the team works, support operational decision‑making, and help guide the Service Desk through ongoing change. For more information read the full Role Description: Technology Service Desk Team Leader What you will bring to the role: Strong problem-solving abilities to navigate complex challenges and adapt to evolving situations. Proven leadership qualities, including the ability to motivate and inspire others to achieve shared goals. Demonstrated flexibility and adaptability to thrive in a fast-paced and dynamic work environment Further key knowledge and experience Extensive experience in a contact centre environment with sound Knowledge of information technologies and experience supporting technologies. Ability to keep up to date with current and emerging technologies and industry trends. Auslan desirable Exceptional customer service skills, effective communication skills and stakeholder negotiation skills Essential requirements Appropriate tertiary qualifications or demonstrated, relevant professional experience. About us The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities. We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments. Join us If excited by the information above, we look forward to receiving your application, including a copy of your resume and 1 page cover letter expressing your interest and suitability for the role. Applications close 11:55pm Tuesday 10 March 2026 Should you require further information about the role please contact Chris Ulph, Manager Technology Service Desk at chris.ulph@dpie.nsw.gov.au To enhance your account security, PageUp is introducing two-factor authentication (2FA). You can follow the step by step guide here . If you experience any issues please reach out on (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1. A talent pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months. Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment. We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'. Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn.
