Service Desk & Field Support Team Lead – Centres of Excellence

TAFE NSW Life-Changing Careers

Service Desk & Field Support Team Lead – Centres of Excellence

Location: Kingswood or Meadowbank

Temporary Full Time until 30 June 2028

$191,337 salary package - includes base salary $168,598, plus employer’s contribution to superannuation and annual leave loading

At TAFE NSW, we are dedicated to life-changing impact.

That’s why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.

About the Centres of Excellence (CoE)

The TAFE NSW Centres of Excellence bring together the Construction Centre of Excellence, the Manufacturing Centres of Excellence, and the Institute of Applied Technology (IAT) Digital, a National Centre of Excellence, to support industry-led innovation, workforce development and skills excellence across priority sectors.

Through partnerships with industry, government, training providers and higher education institutions, the Centres develop and deliver industry-aligned education, applied research, and innovative workforce solutions that respond to current and emerging skills needs. Leveraging contemporary learning environments, advanced technologies and strong stakeholder networks, the Centres help build the capabilities required for the jobs of today and the future.

About the role

As the Service Desk and Field Support Lead, you will support the Construction Centre of Excellence (CCoE) and the Institute of Applied Technology  Digital (IATD), a National Centre of Excellence based from either Kingswood or Meadowbank campus

You will oversee service desk and field support operations, drive service performance, manage resource planning, and coordinate the resolution of complex technical issues. Working closely with internal stakeholders, industry partners and specialist teams, you will identify service improvement opportunities, support technology initiatives, and ensure services remain responsive, efficient and aligned to the evolving needs of students, staff and industry partners.

In line with our working flexibly procedure, this position requires onsite campus attendance at your base campus of either Kingswood or Meadowbank, for a minimum of three days per week with the option and flexibility of working two days at home. Based on operational needs, you may be required to travel to the other campus when required.

About you 

You are an experienced people leader with a strong background in service desk, field support or IT service operations, and a passion for delivering exceptional customer experiences. You bring a thoughtful and solutions-focused approach to managing competing priorities, analysing service performance and resolving complex operational challenges. A collaborative communicator, you build strong relationships with diverse stakeholders, influence positive outcomes and foster a culture of accountability, innovation and continuous improvement. Adaptable and resilient, you thrive in dynamic environments and are committed to developing high-performing teams that deliver reliable, customer-centred technology support services.

To be successful in this role you will have:

• Degree qualification in related field OR equivalent significant experience.
• Demonstrated capability to provide technical direction and leadership in service desk and field support operations.
• Understanding of technical deliverables from a service perspective.

Highly Regarded:

• Demonstrated experience leading a multi-faceted IT team to deliver IT projects.

To find out more about the role, click to view the Role Description.

Our commitment to diversity, equity and inclusion

TAFE NSW is committed to building a culturally safe and inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from all backgrounds and encourage you to apply. If you require adjustments during the recruitment process, please contact our Talent Acquisition Advisor listed below.

To apply for this role, click 'apply now' and provide:

• Your current resume
• Copies of your qualifications, where applicable (upload as one PDF file). Certified copies preferred; these will be required if successful for the role
• A response to the below targeted question when prompted in the application form (max. 300 words)

Targeted Question: Describe a time when you led an IT team in an innovative project or initiative where there was no precedent. How did you approach the unknowns, and what strategies did you use to guide your team through uncharted territory?

A career of life-changing impact awaits you. Apply now!

Applications close 11:55pm AEST Sunday 13 September 2026

Additional Information:

General recruitment and adjustment enquiries: Contact Ravinder Mansfield, Talent Acquisition Advisor, via email: ***************@tafensw.edu.au or phone: (02) 7921 2***.

Role-specific enquiries: Contact Albert Cansino, Manager Operations, via email: **************@tafensw.edu.au.

For support with preparing your application and understanding the recruitment process, visit our Application Process page, and explore the helpful resources available through I Work for NSW.

This is a child-related position. Successful candidates must hold a valid NSW Working with Children Check (WWCC) prior to commencing. TAFE NSW will also conduct an Australian National Criminal Record Check on the preferred applicant as part of the pre‑employment process.

To be eligible for a position at TAFE NSW, you must be an Australian citizen, a permanent resident of Australia, or a New Zealand citizen with a current New Zealand passport.

A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.