Help Desk Supervisor

JobsCloseBy Editorial Insights

Aspect is seeking an experienced Help Desk Supervisor in Chatswood to lead the Service Desk and elevate IT support across the organisation. Guided by THRIVE values, the role combines hands on technical work with people leadership, managing incidents and service requests while driving ITIL/ITSM improvements and extending ServiceDesk Plus capability. Essential requirements include extensive IT support experience, proven supervisory ability, strong Microsoft 365 and Windows 11 knowledge, excellent communication and stakeholder engagement, plus NSW Working with Children Check and National Police Check. Salary between $134k and $138k inclusive of super, with hybrid work and professional development. To apply, click I’m Interested, cover letter is optional; tailor your application to showcase customer empathy, inclusion and continuous improvement, and align with Aspect’s mission.

Company Description

Autism Spectrum Australia (Aspect) is one of Australia’s largest autism-specific service providers, with one of the biggest autism-specific school programs in the world. A not-for-profit organisation, we work in partnership with people of all ages on the autism spectrum, and their families to deliver evidence-informed solutions that are person-centred, family-focused and customer driven.

At Aspect we recognise a different brilliant®, where we seek to understand, engage and celebrate the strengths, interests and aspiration of people on the autism spectrum.

Job Description

Guided by our values of Teamwork, Honesty & Integrity, Respect, Inclusion, Vibrancy and Excellence (THRIVE), we're looking for an experienced Help Desk Supervisor to lead our Service Desk team and help deliver exceptional technology support across the organisation.

About the Team

The Technology team enables Aspect through innovative, robust, scalable and efficient service delivery. Partnering closely with the business, the team works to minimise the impact of technology incidents while continuously improving systems, processes and support that enhance service delivery and outcomes.

About the Role

Reporting to the Technology leadership team, the Help Desk Supervisor is responsible for leading the delivery and continuous improvement of Aspect's IT support services.

This role combines hands-on technical expertise with people leadership, ensuring incidents and service requests are managed effectively while fostering a culture of learning, customer empathy and service excellence. You will play a key role in strengthening service delivery processes, building team capability and driving best-practice IT service management across the organisation.

This is a full time, permanent role. The annual salary ranges from $134k to $138k, inclusive of superannuation, and is dependent on qualifications and experience.

To find out more, click here to view the Position Profile.

Qualifications

About you:

You are an experienced IT Help Desk Supervisor who enjoys solving problems, leading people and delivering exceptional customer service. You are structured, proactive and committed to continuous improvement, with a genuine desire to make technology accessible and effective for end users.

Essential Requirements

• Extensive experience in IT support and service delivery environments.
• Proven experience leading, mentoring or supervising technical support teams.
• Strong knowledge of Microsoft 365 and Windows 11 platforms.
• Experience working within ITIL/ITSM frameworks and driving service improvements.
• Experience working with ServiceDesk Plus 
• Strong troubleshooting, diagnostic and incident management skills.
• Excellent written and verbal communication skills.
• Exceptional stakeholder engagement and customer service skills.
• Strong documentation and process management capabilities.
• Current NSW Working with Children Check.
• National Police Check.

Attributes and Capabilities

• Customer-focused with a strong sense of empathy.
• Commercially aware and able to assess the impact of incidents on business operations.
• Structured, organised and process-driven, with the ability to bring clarity to complex situations.
• Collaborative and relationship-oriented.
• Proactive, adaptable and solutions-focused.
• Able to absorb and retain technical information quickly.
• Committed to continuous improvement and service excellence.
• Commitment to accessibility, inclusion and neurodiversity-affirming practice.

Additional Information

Why join Aspect?

At Aspect, technology plays a critical role in improving outcomes for Autistic people and the communities we support. You'll join a purpose-driven organisation where your work directly contributes to meaningful impact across schools, services and communities nationwide.

We offer:

• Hybrid working arrangements.
• A purpose-led, values-driven culture.
• A supportive and collaborative leadership environment.
• The opportunity to shape and improve enterprise-wide technology services.
• Ongoing professional development and career growth opportunities.
• Meaningful work that helps create positive outcomes for Autistic people and their families.

To apply: To apply, click the “I’m Interested” button and submit your application; a cover letter is optional. 

Aspect reserves the right to interview and appoint at any stage during the recruitment process.. 

Aspect is committed to increasing the number of Autistic staff and providing an inclusive workplace where everyone can feel that they belong. We encourage candidates from all backgrounds including, but not limited to, Aboriginal and Torres Strait Islander Peoples, neurodivergent people, people with a disability, the LGBTQIA+ community and people from culturally and linguistically diverse backgrounds, to apply. We have a range of universal strategies to meet the needs of different people in our hiring processes, and are happy to individualise these.

Learn more about us: www.autismspectrum.org.au