Manager Portfolio Pipeline

Transport for NSW; Ryde; On-site; AUD 65,000 - 85,000; Full time

Job summary

Transport for NSW is seeking a Level 1 IT Support professional to diagnose and resolve end-user incidents, manage service requests, and maintain Windows environments for optimal performance.

You will work with IT teams, stakeholders, and vendors to ensure timely resolutions, meet SLAs, and contribute to knowledge sharing and process improvement. Travel and rostered on-call support may be required.

Qualifications

• Hands-on level 1 IT support experience in a fast-paced environment.
• Proficient in troubleshooting PC/LAN issues and Windows OS.
• Familiarity with ITIL-based service management and incident handling.

Responsibilities

• Provide timely end-user IT support by diagnosing, resolving, and managing incidents and service requests.
• Deliver excellent customer service and collaborate with technical teams, stakeholders, and vendors to resolve issues and meet SLAs.
• Support knowledge management, document processes, analyze incident trends, and mentor team members.

Skills

Level 1 IT support

Windows environments

Active Directory

SCCM

ITIL practices

Education

IT related qualification

Tools

SCCM

Remote desktop tools

ITSM tools

Job description

You crave a career that pushes you, where you'll meet challenges head on and you're guaranteed to grow.

If finding complex technological solutions is your game, we've got the team for you. You're going to help us create seamless operations that result in efficiency for millions of customers.

In this role, you'll:

Provide timely end-user IT support by diagnosing, resolving, and managing incidents and service requests while maintaining hardware, systems, and applications to ensure optimal performance.

Deliver excellent customer service and collaborate with technical teams, stakeholders, and vendors to troubleshoot issues, communicate outcomes, and meet service level expectations.

Contribute to continuous improvement by supporting knowledge management, documenting processes, analysing incident trends, assisting with IT projects, and mentoring team members.

For more information on this position and business unit, view therole descriptionandinformation pack.

About you

Bring hands-on experience in Level 1 IT support, including troubleshooting PC/LAN issues, supporting Microsoft Windows environments, and managing user accounts through Active Directory and SCCM.

Apply IT service management principles within an ITIL-based environment, with strong desktop support experience and an understanding of operational support frameworks.

Demonstrate flexibility and reliability, with relevant qualifications or experience, the ability to travel and work across varied hours (including rostered and on-call support), and meet compliance requirements.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

Flexible work optionsmay be available. Learn more viaFlexible work options and policy

Applications close 11:59 PM Friday 31 July 2026.

For more information about this role, please contact ***************@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.