Manager Desktop Operations

Clerk Grade: DCS Clerk Grade 11/12, annual base salary starting at ($145,378 - $168,130) plus employers' contribution to super and annual leave loading
Employment Type: Ongoing, full-time opportunity
Location: Sydney, some regional travel may be required

About the Role:
The Department of Customer Service is on the hunt for a dynamic Manager, Desktop Operations to drive transformation and innovation in end-user support. You'll lead a high-impact team, champion seamless tech solutions, and collaborate across departments to deliver exceptional customer outcomes. Reporting to the Director of Service Desk and End User Services, this is your chance to shape the future of desktop operations.

• Drive daily impact as a Desktop Operation Manager
• Lead and energise the Desktop Operations team to deliver fast, effective tech support to end-users.
• Create clear, high-impact documentation from process guides to stakeholder briefings that drive operational excellence and vendor accountability.
• Innovate daily by enhancing desktop services, Microsoft 365 tools, and printing solutions to boost efficiency and customer satisfaction.
• Deliver insights through expert analysis of service trends to support smarter, faster decision-making.
• Build strong partnerships with internal teams and vendors through clear communication and proactive issue resolution.
• Coach and empower your team with structured planning, mentoring, and development to align with business priorities.
• Stay ahead of the curve by tracking industry trends and applying best practices to deliver modern, compliant, and customer-focused solutions.
• Optimise digital outcomes by refining SOE and cloud services in line with strategic goals and government standards.

To be successful in this role (Essential requirements):

• 7 years of experience in technical knowledge of desktop operating systems including MacOS, Windows, cloud environments such as Azure, Microsoft M365 suite, device management systems including, Intune, MAM, JAMF, standard operating systems and
• Cloud Management Print systems (Ysoft, Uniflow, Papercut).
• A solid understanding of the ITIL V3 or V4 best practice framework is essential to enable structured service delivery, improve incident and change management, and ensures consistent, high quality support aligned with business needs.
• Ability to develop and implement innovative strategies that are fit for purpose.
• Strong product management skills including roadmap development, stakeholder management, and the ability to manage technical decisions with business value
• Excellent communication skills and relationship building abilities, with demonstrated success in working across organisational boundaries, influencing senior stakeholders and translating complex solutions for diverse audiences.
• Strong knowledge of governance and risk management frameworks is essential to ensure compliance with organisational standards, mitigate operational risks, and support accountable, transparent delivery.
• Resilience to handle pressure in a dynamic workplace.
• Lifecycle asset management.
• Baseline National Security Clearance.
• Some regional travel may be required for this role.

What we need from you:

Please submit your resume and a cover letter (maximum 2 pages)

Salary Grade 11/12, with the base salary for this role starting at $145,378 base plus superannuation

For enquiries relating to recruitment please contact Katerina Xenos via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Monday, 30th June 2025 at 9:59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

For more information, please visit:
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Information on adjustments available for the recruitment process