Exam Support Lead - Hybrid, HSC & Online Testing

NSW Education Standards Authority; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible working arrangements

CBD location with amenities

Discounted fitness memberships

Job summary

The NSW Education Standards Authority (NESA) is seeking a Leader, Exam Support within the Assessment Division to coordinate examination support for HSC programs and online testing. You will lead a small team, manage workflows, resolve operational issues and drive process improvements to meet business outcomes.

Key requirements include strong relationship management under pressure, experience in help desk or customer service, and a proven ability to deliver results within tight timelines.

Qualifications

• High-pressure stakeholder management with diverse groups.
• Experience leading a small team to deliver critical outcomes.
• Strong ability to use technology to support examination processes.

Responsibilities

• Leading the development and continuous improvement of support materials and technical documentation to ensure consistency, accuracy and usability.
• Leading and supervising a small team responsible for examination conduct and support services, including setting priorities, monitoring performance and providing guidance.
• Ensuring high-quality customer service outcomes, including monitoring service performance, responding to complex enquiries and reporting on trends and issues.
• Collaborating with internal stakeholders across the branch and agency to deliver examination and testing outcomes and resolve cross-functional issues.
• Planning and coordinating work programs supporting HSC and other NESA examinations, including identifying risks, managing competing priorities and contributing to continuous improvement initiatives.
• Building and maintaining effective relationships with internal and external stakeholders and resolving issues arising during marking and examination processes.
• Analysing operational data and stakeholder feedback to identify issues, inform decisions and recommend improvements to examination support processes.

Skills

Stakeholder management

Team leadership

Customer service

Tech skills

Help desk experience

Job description

The NSW Education Standards Authority (NESA) is seeking a Leader, Exam Support within the Assessment Division to coordinate examination support for HSC programs and online testing. You will lead a small team, manage workflows, resolve operational issues and drive process improvements to meet business outcomes.

Key requirements include strong relationship management under pressure, experience in help desk or customer service, and a proven ability to deliver results within tight timelines.