Leader, Exam Support

Department/Agency: NESA; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Hybrid work arrangements

Flexible leave entitlements

Salary packaging options

Fitness Passport access

Job summary

NSW Education Standards Authority (NESA) is seeking a Leader, Exam Support to coordinate examination support for HSC and online testing. You will oversee a small team, manage workflows, and ensure delivery of examination support services across NSW.

The role demands strong stakeholder engagement and a track record in customer service excellence. The role is hybrid with 50% weekly office attendance, and occasional full-time office presence during peak periods or at other Sydney locations.

Qualifications

• Experience leading a small team to deliver critical outcomes
• Strong customer service and help desk capabilities
• Proven ability to manage high‑volume, time‑sensitive workloads
• Excellent stakeholder communication and collaboration skills
• Ability to analyze data and identify process improvements

Responsibilities

• Lead the development and continuous improvement of examination support materials and documentation
• Supervise a small team responsible for examination conduct and support services
• Ensure high-quality customer service outcomes and report on trends
• Collaborate with internal stakeholders to deliver examination and testing outcomes
• Plan and coordinate work programs for HSC and other examinations
• Build relationships with internal and external stakeholders and resolve issues
• Analyze operational data to inform decisions and improvements

Skills

Stakeholder management

Team leadership

Customer service

Help desk

Data analysis

Job description

1d ago , from Department of Communities and Justice NSW

• Salary: $116,981 to $129,492 p.a. plus employer’s contribution to superannuation and leave loading
• Close to Wynyard station & hybrid work arrangements,with 50% a week office attendance required
• Note: during peak periods the role requires full‑time office attendance, attendance at other Sydney sites,and work outside of normal business hours

About us

At the NSW Education Standards Authority (NESA), we are dedicated to carrying out meaningful work that drives improvements and elevates student achievement across NSW, now and into the future.

We accomplish this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards).

NESA is a unique organisation in NSW (of around 740FTE staff) with significant state‑wide impact, visit ourwebsite to learn more about the important work we do.

About the role

This role is within the Assessment Division at NESA which is responsible for developing, monitoring and managing the assessment and examination processes for students in NSW.

In the Leader, Exam Support role, you will coordinate and deliver examination support functions for NESA key activities including the delivery of the Higher School Certificate programs and online testing.

You will lead a small team, managing workflows and resources, and ensuring the effective delivery of examination support services, including resolving operational issues and improving processes to meet business outcomes.

On a day‑to‑day basis you will be responsible for:

• 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.

Our ideal candidate will have:

• Highly developed capabilities for managing relationships with diverse stakeholders in high‑pressure environments, including resolving issues during written exams and online testing and exams.
• Strong skills in managing high volume activities with critical timelines and limited resources
• Strong skills in using technology
• Demonstrated experience in help desk or customer service support
• Experience in managing a small team to deliver critical outcomes and manage performance.

To be successful, you will need:

• A valid Working With Children Check (WWCC) for paid employment

Note: during peak periods, this role is required to work outside of normal business hours and at other Sydney locations.

We invite you to download the role description for additional information on the position.

Note:

A current NSW Working with Children Check (WWCC) clearance for paid employment is required before commencing in this role. It is not required at the application stage. The cost of the WWCC clearance is the responsibility of the successful applicant.

At NESA you will benefit from:

• An organisation where your contribution has a big impact.
• An enviable CBD location (all modes of transport nearby, and excellent coffee and eateries) with refurbished offices.
• Flexible working arrangements and generous leave entitlements.
• Access to discounted health and fitness memberships via Fitness Passport, an employee assistance program and annual flu vaccinations.
• Salary packaging options.
• Working in a purpose driven and ethical organisation with committed colleagues.

Ready to join us?

Advice on applying for NSW Public Sector roles

If you need reasonable adjustments for the recruitment process and/or workplace, please reach out to ***********@nesa.nsw.edu.au

Close date: Tuesday 3 November 2026 at 11.59pm AEST

#S/DNI

NESA’s Statement of Commitment to Child Safety

All children and young people have the right to be respected, feel safe, be safe, and protected from harm. NESA is committed to child safety and child safe practices underpinning our purpose of helping children and young people leave school, ready to take advantage of life’s opportunities and rise to its inevitable challenges.

We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with disability, people of all ages, genders, cultural and linguistic backgrounds and the LGBTQIA+ community.

Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.

A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles