Job Description

Shape your world, in the team that shapes NSW communities, spaces and economies

• Permanent full-time opportunity
• Office locations based in Parramatta and Orange with flexible working supported
• Salary relative to experience, and ranges from $113,574 to $125,720 p.a + super

Join our team and shape your world in a workplace that empowers you to do your best work and build a meaningful career. In this role, you will contribute to shaping lives and communities across NSW, while shaping your own career. You will enjoy flexible work options, varied and impactful projects, and a vibrant, diverse team culture built on collaboration, inclusion and support. We are creating a workplace where everyone belongs and where you can balance work, life and wellbeing.

The role

This role leads the Knowledge Team and Service Desk phone agents to deliver consistent, high‑quality frontline support while continuously improving how services are delivered. It involves keeping customer needs at the centre, guiding the team through day‑to‑day operations, monitoring performance, and ensuring policies and standards are followed. As the role oversees people and operational workflow, previous experience as a team leader is essential to effectively coach team members, review work, and support a positive performance culture.

The environment is fast‑paced and full of competing priorities, requiring someone who can juggle multiple tasks, negotiate workable timeframes, and keep things moving even when unexpected issues arise. The role also demands strong situational awareness, anticipating impacts from broader initiatives, staying across emerging technologies, and responding flexibly to shifting business needs. Clear communication, sound judgement, and the ability to resolve escalations calmly and efficiently are key to ensuring smooth service delivery and positive customer outcomes.

For more information read the full Role Description: Service Desk Operations Supervisor

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.
• achieving objectives.

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.
• Experience in Knowledge Management Systems implementation from requirements gathering to implementation.
• Expertise in deploying and maintaining knowledge solutions and tools.

Essential requirements

• Appropriate tertiary qualifications or demonstrated, relevant professional experience.

About Us

At the Department of Planning, Housing and Infrastructure (DPHI), you could shape your world while helping us shape the future of NSW. Together, we create vibrant communities, places and precincts, and manage land, assets and property.

(We are a high-performing organisation that proudly reflects the communities we serve. Our diversity strengthens our cultural capability and enables us to make a meaningful difference in the lives of people across NSW. As an inclusive and accessible workplace, we value your contribution, lived experience and cultural knowledge, and we want you to feel supported, connected and empowered to succeed. With flexible work arrangements, job share options, workplace adjustments and various employee affinity groups, we are here to help you thrive every day.

Join us

If this role sounds like the right fit for you, we encourage you to apply with your CV and cover letter. We’d love to hear from you and explore how you can shape your world with us.

Applications close: 11:55pm Thursday 25 June 2026

Should you require further information about the role please contact Tony England, Technology Service Desk Lead at tony.england@dphi.nsw.gov.au

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.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn.

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'.

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. This role is subject to standard pre-employment checks, including a criminal record check.