ICT Field Services Manager Metro

At theNSW Department of Education we educate and inspire lifelong learners from early childhood through schooling to vocational education and training.

• Temporary Full-Time up to 11 April 2027
• Location Campbelltown with flexible working arrangements available across NSW Department of Education offices.
• A talent pool may be created through this recruitment process to fill anticipated vacancies over the next 18 months
• Competitive remuneration ranging from $15421 to $178369 plus super & annual leave loading.

Shape the future of ICT support across NSW Public Schools and Departmental Offices as theICT Field Services Managerin theDigital Field Services teamwithin theInformation Technology Directorate.

TheInformation Technology Directoratedelivers high-quality standardised ICT services that support the Departments operational needs and strategic direction. If youre energised by delivering excellent customer outcomes leading high-performing teams and driving continual service improvement this is your chance to contribute toworld-class educationacross NSW.

As the ICT Field Services Manager you will lead and manage ageographically dispersed teamof ICT support staff to deliver high-quality services aligned to customer needs and departmental priorities. You will build strong stakeholder relationships ensure standardised ICT services are implemented effectively and drive consistent planning delivery and improvement of support operations in line with departmental standards policies and operating procedures.

This is a key leadership role that establishes and maintains relationships with customers to understand their needs and experience and to ensure service delivery aligns with the Departments strategic direction.

You will also lead the transition ofnew standard ICT servicesinto school and office support operations embed quality standards into team culture and contribute to projects and services as part of theField Services Leadership team delivering consistent support across NSW despite diverse technologies varying ICT maturity and a large mobile workforce.

For further information please click here to view the role description

What Youll Do

• Lead a geographically dispersed team to ensure coherent high-quality ICT support planning and delivery for NSW Public Schools and Departmental Offices.
• Build customer relationships to understand needs and experience and enable standardised ICT services that align with operational requirements and strategic direction.
• Lead the transition of new standard ICT services into on-the-ground support for schools and departmental offices.
• Drive continuous improvement in ICT support services practices and processes and embed quality standards and measures into team culture.
• Advise Directors Principals and Department managers on standardised technology initiatives services policies and operating procedures.
• Liaise with Executive Directors Public Schools NSW Directors Educational Services and other stakeholders on major ICT issues impacting service delivery plans and trends.
• Ensure efficient resource use maintain accurate records and deliver timely protocol-driven correspondence in line with departmental requirements.
• Develop and implement workforce plans to maintain a high-performing forward-thinking and customer-centric team with the required skills and qualifications.
• Contribute to branch-wide project and service delivery as part of the Field Services Leadership team.

About you

• Lead coach develop and manage staff to deliver high-quality customer outcomes.
• Lead ICT support planning and delivery in line with organisational standards policies and operating procedures; manage high-volume customer service for a large and diverse user base.
• Build and maintain strong relationships with customers and stakeholders (e.g. school leadership and departmental managers) to understand needs improve experience and ensure services align with customer expectations.
• Experience transitioning and embedding standard ICT services into day-to-day operational support ensuring consistency across sites.
• Drive continuous improvement in ICT support services practices and processes; embed quality standards and performance measures into team culture.
• Ensure efficient use of departmental resources maintain accurate records and manage correspondence and reporting in line with protocols.
• Liaise effectively with internal leadership and relevant directors/managers on major ICT issues service delivery impacts and emerging trends.
• Knowledge of and commitment to implementing the DepartmentsAboriginal Education Policy and upholding the Departments Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.

Essential requirements of the role

• A current and valid NSW Working with Children Check for paid employment.
• Current and valid Drivers Licence with good driving record.
• Willingness and ability to undertake short-term travel across but not limited to the assigned area of responsibility.
• Demonstrated understanding of and commitment to thevalue of public education.

Benefits

• Flexible working arrangements
• 35 hour working week
• Competitive salary sacrificing employers contribution to superannuation and annual leave loading
• Flex Leave entitlements generous holidays & leave conditions
• Opportunities for advancement and mobility across the Department to support your career growth

How to apply

Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role and respond to the following pre-screening questions.

1. When leading your team through a major service transition maintaining alignment across regions is critical. Describe a specific instance during a complex rollout where you identified a peer manager or partner site drifting from standard operating procedures or struggling to commit to the overall vision. How did you support influence or constructively challenge them to hold the leadership group accountable to the intended outcomes (300-word max)
2. During major operational shifts localised teams often experience change fatigue or pushback against central directives. Give an example of how you navigated a situation where your team felt overwhelmed or resistant. How did you validate their concerns while remaining a visible advocate for the overall vision ensuring your team delivered on standard expectations without you blaming central strategy or taking the easy us vs. them route (300-word max)

Applicants are encouraged to prepare their application materials independently. The selection panel values authentic and personally written responses that reflect your own experience insights and alignment with the Departments values and priorities.

Please refer to the Applicants Guide to Applying to assist you with your application.

If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education click here for instructions on how to submit your application.

All other applicants please submit your application by clicking Apply Now.

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

This is a child-related role. As a condition of employment you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information.

Candidates must have Australian work rights (citizens permanent residents New Zealand citizens or a valid work visa). Ongoing (permanent) roles are open to Australian citizens and permanent residents and New Zealand citizens while temporary roles welcome applicants with a visa.

Closing date: Monday 24 August at 11:59pm.

For role enquiries please contact Shane Gandy via or

We welcome applications from people of all backgrounds including but not limited to Aboriginal and/or Torres Strait Islander people people of any age or gender people from culturally and linguistically diverse groups and/or from the LGBTQIA community veterans refugees people with disability people with sensory differences and neurodiverse people. If we can make some adjustments to our recruitment/interview process to better help you shine please reach out to the contact person for this recruitment details listed above. For more information visit the NSW Department of Educations Diversity equity and inclusion webpage.

A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role and who may be considered for a range of similar roles including temporary term or ongoing roles over the next 18 months.