At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training.
- Temporary Full-Time up to 11 April 2027
- Location Campbelltown with flexible working arrangements available across NSW Department of Education offices.
- A talent pool may be created through this recruitment process to fill anticipated vacancies over the next 18 months
- Competitive remuneration ranging from $154,21 to $178,369 plus super & annual leave loading.
Shape the future of ICT support across NSW Public Schools and Departmental Offices as the ICT Field Services Manager in the Digital Field Services team within the Information Technology Directorate.
The Information Technology Directorate delivers high-quality, standardised ICT services that support the Department’s operational needs and strategic direction. If you’re energised by delivering excellent customer outcomes, leading high-performing teams, and driving continual service improvement, this is your chance to contribute to world-class education across NSW.
As the ICT Field Services Manager, you will lead and manage a geographically dispersed team of ICT support staff to deliver high-quality services aligned to customer needs and departmental priorities. You will build strong stakeholder relationships, ensure standardised ICT services are implemented effectively, and drive consistent planning, delivery, and improvement of support operations in line with departmental standards, policies, and operating procedures.
This is a key leadership role that establishes and maintains relationships with customers to understand their needs and experience, and to ensure service delivery aligns with the Department’s strategic direction.
You will also lead the transition of new standard ICT services into school and office support operations, embed quality standards into team culture, and contribute to projects and services as part of the Field Services Leadership team delivering consistent support across NSW despite diverse technologies, varying ICT maturity, and a large mobile workforce.
For further information please click here to view the role description
What You’ll Do
- Lead a geographically dispersed team to ensure coherent, high-quality ICT support planning and delivery for NSW Public Schools and Departmental Offices.
- Build customer relationships to understand needs and experience and enable standardised ICT services that align with operational requirements and strategic direction.
- Lead the transition of new standard ICT services into on-the-ground support for schools and departmental offices.
- Drive continuous improvement in ICT support services, practices, and processes, and embed quality standards and measures into team culture.
- Advise Directors, Principals, and Department managers on standardised technology initiatives, services, policies, and operating procedures.
- Liaise with Executive Directors Public Schools NSW, Directors Educational Services, and other stakeholders on major ICT issues impacting service delivery, plans, and trends.
- Ensure efficient resource use, maintain accurate records, and deliver timely, protocol-driven correspondence in line with departmental requirements.
- Develop and implement workforce plans to maintain a high-performing, forward-thinking and customer-centric team with the required skills and qualifications.
- Contribute to branch-wide project and service delivery as part of the Field Services Leadership team.
About you
- Lead, coach, develop, and manage staff to deliver high-quality customer outcomes.
- Lead ICT support planning and delivery in line with organisational standards, policies, and operating procedures; manage high-volume customer service for a large and diverse user base.
- Build and maintain strong relationships with customers and stakeholders (e.g., school leadership and departmental managers) to understand needs, improve experience, and ensure services align with customer expectations.
- Experience transitioning and embedding standard ICT services into day-to-day operational support, ensuring consistency across sites.
- Drive continuous improvement in ICT support services, practices, and processes; embed quality standards and performance measures into team culture.
- Ensure efficient use of departmental resources, maintain accurate records, and manage correspondence and reporting in line with protocols.
- Liaise effectively with internal leadership and relevant directors/managers on major ICT issues, service delivery impacts, and emerging trends.
- Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.
Essential requirements of the role
- A current and valid NSW Working with Children Check for paid employment.
- Current and valid Driver's Licence with good driving record.
- Willingness and ability to undertake short-term travel across but not limited to the assigned area of responsibility.
- Demonstrated understanding of and commitment to the value of public education.
Benefits
- Flexible working arrangements
- 35 hour working week
- Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading
- Flex Leave entitlements, generous holidays & leave conditions
- Opportunities for advancement and mobility across the Department to support your career growth
How to apply
Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role and respond to the following pre-screening questions.
- When leading your team through a major service transition, maintaining alignment across regions is critical. Describe a specific instance during a complex rollout where you identified a peer manager or partner site drifting from standard operating procedures or struggling to commit to the overall vision. How did you support, influence, or constructively challenge them to hold the leadership group accountable to the intended outcomes? (300-word max)
- During major operational shifts, localised teams often experience change fatigue or pushback against central directives. Give an example of how you navigated a situation where your team felt overwhelmed or resistant. How did you validate their concerns while remaining a visible advocate for the overall vision, ensuring your team delivered on standard expectations without you blaming central strategy or taking the easy 'us vs. them' route? (300-word max)
Applicants are encouraged to prepare their application materials independently. The selection panel values authentic and personally written responses that reflect your own experience, insights and alignment with the Department’s values and priorities.
Please refer to the Applicant’s Guide to Applying to assist you with your application.
If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education,
All other applicants please submit your application by clicking ‘Apply Now’.
Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.
This is a child-related role. As a condition of employment you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information.
Candidates must have Australian work rights (citizens, permanent residents, New Zealand citizens or a valid work visa). Ongoing (permanent) roles are open to Australian citizens and permanent residents and New Zealand citizens, while temporary roles welcome applicants with a visa.
Closing date: Monday 24 August at 11:59pm.
We welcome applications from people of all backgrounds, including but not limited to Aboriginal and/or Torres Strait Islander people, people of any age or gender, people from culturally and linguistically diverse groups and/or from the LGBTQIA+ community, veterans, refugees, people with disability, people with sensory differences, and neurodiverse people. If we can make some adjustments to our recruitment/interview process to better help you shine, please reach out to the contact person for this recruitment, details listed above. For more information, visit the NSW Department of Education’s Diversity, equity and inclusion webpage.
A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.
