SCHN ICT Service Desk Manager

NSW Health; Sydney; On-site; AUD 123,000 - 143,000; Full time

Benefits offered by this job

Flexible work opportunities

Salary packaging

Accrued days off (ADOs)

Fitness passport

Employee assistance program (EAP)

Job summary

NSW Health's SCHN Service Desk Manager role is a temporary full-time position for 12 months, overseeing the service desk and desktop team to deliver Digital Health support aligned with business outcomes. The incumbent will lead staff development, ensuring customer-focused service and strong ITIL/ITSM adoption.

The role requires solid people management and excellent communication to maintain relationships with Digital Health customers and reports, with flexible work opportunities and salary

Qualifications

• Tertiary qualifications in Information Technology, computing or a related discipline, or equivalent experience.

Responsibilities

• Manage the service desk and desktop team to deliver Digital Health support aligned with business outcomes.
• Build and develop staff to deliver efficient customer-focused services.
• Utilise ITSM/ITIL principles to improve service delivery and operations.

Skills

ITIL knowledge

ITSM

Leadership

Communication

Customer service

Project management

Education

Tertiary IT qualification or related discipline

Job description

Employment Type:TemporaryFull 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 ************@health.nsw.gov.au

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.

Additional Benefits (where applicable): Flexible work opportunities, Salary packaging and meal entertainment benefits, accrued days off (ADOs), fitness passport, employee assistance program (EAP)

Job Requirements

• 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 colaboration 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.

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.

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.