Technology Team Leader


The NSW Department of Planning, Industry and Environment is looking for a Technology Team Leader to manage the day to day operations of an on-site and remote technology service desk team working within a service centre environment.

Receiving over 53,000 phone calls and managing about 70,000 tickets per annum, your team of technical specialists are responsible for the management of business-critical technology solutions and the organisation’s day-to-day technical support needs for ICT systems.

Being adept at balancing high-quality customer service with competing resource and project demands, you will ensure that requests are prioritised and actioned as required as well as proactively advocate on behalf of customers and escalates issues to ensure services are delivered as needed.

Having sound experience as a leader of technical teams, you will allocate resources, monitor and report on service delivery performance, review and analyse work activities, and develop and implement service and process improvements. You will also have an eye on the future - foreseeing and preparing the Service Desk for the impact of initiatives happening across the cluster.

We’re big – really big! Join DPIE and you’ll be joining a team of more than 11,000 passionate people spread across a diverse range of disciplines and functions including - urban planning, parks, and wildlife, fisheries, agriculture, and water. If you’re motivated and passionate about making a difference to the people of NSW we invite you to become part of our story.

What you’ll have:

  • Proven experience in a similar position, including detailed and current knowledge of ICT systems and technology (ideally within a large multifaceted business enterprise)
  • Experience managing and mentoring a technical team (ideally within a service desk environment) with an understanding of the differing requirements needed to manage a geographically dispersed workforce.
  • Proven experience providing high-level advice, recommendations, and solutions, within short timeframes and with limited notice.
  • What’s in it for you?

  • A salary from $97k to $107k pa plus superannuation
  • Flexible working options | Work from home days/start early - finish early
  • Access to discounted private health insurance, gym memberships, and salary sacrificing options
  • About us:
    At the Department of Planning, Industry and Environment (DPIE) we are focused on creating a liveable, inclusive, and sustainable New South Wales with thriving natural environments, strong primary industries, and bustling urban centres. We are the stewards of our state’s physical and environmental assets - both natural and built - and we work hard every day to ensure New South Wales continues to flourish.

    How to Apply:
    It’s simple! Just apply via the online application process, attaching a resume and cover letter which outlines how your skills and experience match what we are looking for. We will then get back in touch after the closing date.

    Closing Date:  Wednesday 20th May 2020 @ 11:55pm

    For further information please contact Russell Lawrance, Senior Manager Service Centre on 02 6391 3*** or *************@dpie.nsw.gov.au. You can also download the Role Description.

    Additional Information:
    A talent pool may be created from this recruitment action for ongoing and temporary roles of the same standard that may become available for filling over the next eighteen months.

    Our commitment to flexible working:The NSW Department of Planning, Industry & Environment is committed to ensuring the sector reflects the NSW community it serves. We support an inclusive workplace where staff have access to opportunities and resources at all levels, enabling our team members to drive innovation, productivity and delivery of high-quality services. We are open to discussing flexible working arrangements and encourage our people to explore new ways of working - including part-time, job-share or working from different locations. Everyone can ask about it.

    Our commitment to Diversity:The Planning, Industry and Environment Cluster strives to be an inclusive workplace for all people. We recognise that we operate in a diverse community and welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees and people with disability.