SCHN ICT Service Desk Manager

The Sydney Children's Hospitals Network; Sydney; On-site; AUD 123,000 - 143,000; Full time

Benefits offered by this job

Flexible work options

Salary packaging & meal entertainment

Accrued days off (ADO)

Fitness passport

Employee assistance program (EAP)

Job summary

The Sydney Children’s Hospitals Network seeks a Service Desk Manager to lead the service desk and desktop teams, delivering Digital Health support aligned with business outcomes. The role focuses on building, developing, and integrating staff to provide efficient customer-focused services with a solid ITIL foundation.

Strong people management, communication skills, and experience across Windows, Citrix, networking and security are essential to manage relationships with customers and direct

Qualifications

• Resume (max 5 pages) outlining experience.
• Tertiary qualifications in Information Technology or related discipline, or equivalent experience.
• Demonstrated leadership within an IT Service Desk environment including team development and communication skills.
• Experience in IT support for Windows, Citrix, networking, directory services and cyber security.
• Strong customer-focused service orientation and documentation of investigations.

Responsibilities

• Lead the service desk and desktop team to deliver customer-focused Digital Health support.
• Build and develop staff to align with business outcomes and strategic initiatives.
• Apply ITIL/ITSM practices to optimize service delivery and operations.
• Communicate effectively with Digital Health customers and direct reports.

Skills

IT Service Desk

ITIL

Leadership

Windows & Citrix

Cyber Security

Education

Bachelor's degree in IT

Tools

ITSM platforms

Job description

Employment Type: Temporary Full Time for 12 months from commencement

Position Classification: Computer Mgr Gde 1

Remuneration: 122919 - 142561 full-time equivalent base salary range (+12% super + 17.5% leave loading and salary packaging)

Hours Per Week: 38

Requisition ID: REQ702395

Location: Network Applications

Close: Midnight on 1 November 2026

For role related queries or questions contact John Pinawin on [e-mail]

At the Sydney Children's Hospitals Network, every role helps children and young people live their healthiest lives. As the largest paediatric health service in Australia, we care for thousands of children each year, in hospital and at home. Our people are united by compassion, collaboration and excellence in care.

What you’ll be doing

The SCHN Service Desk Manager manages the service desk and desktop team members to deliver Digital Health support aligned with business outcomes and delivery of strategic initiatives. The incumbent will be responsible for building, developing and integrating staff to deliver efficient customer-focused services. The role requires strong people management and solid communication skills to manage relationships with Digital Health customers and direct reports. A foundational understanding of ITSM platforms and ITIL are required for this role.

Core Responsibilities & Skills

• A resume (maximum 5 pages) outlining your experience
• Tertiary qualifications in Information Technology, computing or a related discipline, or equivalent experience.
• Demonstrated leadership skills within an IT Service Desk environment and ability to manage, develop and lead people, including team building, facilitation, people management, negotiation and communication skills;
• Experience in IT support for a wide range of end user workspace technologies and applications including but not limited to Microsoft Windows client operating systems, Microsoft collaboration systems, Citrix environments, Networking protocols, Microsoft Directory Services and Cyber Security..
• Excellent communication (oral/written), negotiation and consultative skills and proficiency in documenting results of technical and other investigations..
• Strong Customer/Quality Service Orientation: possess a strong customer focus. Lead by example and encourage and foster a quality service approach from all staff members. Customer focus is the key to all activities and functions
• Proficiency in IT Service Management (ITSM) methodologies such as ITIL, demonstrating expertise in aligning IT services with business objectives and optimizing operational efficiency.
• Demonstrated organisational skills and experience working in a high volume and demanding professional environment with a capacity to prioritise, multi-task and work towards goals.

Additional Benefits (where applicable)

• Flexible work opportunities, Salary packaging and meal entertainment benefits, accrued days off (ADOs), fitness passport, employee assistance program (EAP)

Child Safe Standards

SCHN is committed to maintaining a child-safe environment that respects and upholds the rights of children and young people, in line with NSW Health’s commitment to the Child Safe Standards. We aim to ensure that children and young people feel safe, supported, and included in their care. All current and prospective staff are expected to prioritise the safety, welfare, and well-being of children and young people, actively working to protect them from harm and abuse.

Additional Information

SCHN is an Equal Opportunity Employer that values diversity, recognising that a diverse workforce strengthens our culture and enhances the care we provide to children, young people and their families.

Permanent NSW Health roles require Australian citizenship or permanent residency. Temporary visa holders may be considered where no suitable Australian citizen or permanent resident is identified. NSW Health vaccination and screening requirements must be met prior to commencement. This position requires a Working with Children Check (WWCC) issued by the Office of the Children’s Guardian. Where required, overseas qualifications must be formally assessed by the Department of Education or relevant authority for recognition in Australia. An Eligibility List may be created for future temporary full or part time vacancies.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply. We recognise the value of Aboriginal staff providing health care to Aboriginal children and families.