Service Desk Operations Supervisor

Together we shape thriving communities public spaces places and economies.

• Temporary full-time opportunity until March 2027 with possible extension
• Office locations based in Orange and Parramatta with flexible working supported
• Salary relative to experience and ranges from $113574 to $125720 p.a super

Whats 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

This role leads the Knowledge Team and Service Desk phone agents to deliver consistent highquality frontline support while continuously improving how services are delivered. It involves keeping customer needs at the centre guiding the team through daytoday 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 fastpaced 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

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 cover letter expressing your interest and suitability for the role.

Applications close 11:55pm Tuesday 24^th February 2026

Should you require further information about the role please contact Tony England Technology Service Desk Lead at

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) - 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 or (02) - HR Support option 2 DPHI People Advisory option 1 and reference Request an Adjustment - Job Title and Reference Number.

Check out ourAboriginal applicants guideto assist with applying for the role or contact ourAboriginal Career pathwaysteam for a yarn.