Help Desk Supervisor

About the Employer

Autism Spectrum Australia (Aspect) is a leading Australian provider of autism-specific services, including one of the largest autism-focused school networks globally. As a not-for-profit organisation, Aspect partners with autistic people of all ages and their families to provide evidence-based support that is tailored to the person, centred on family needs, and shaped by customer priorities.

Aspect celebrates what it calls a different brilliant®, focusing on understanding, engaging with and recognising the strengths, interests and ambitions of people on the autism spectrum.

Role Overview

Working within the Technology function and reporting to technology leadership, this position is responsible for guiding the organisation’s service desk operations and continuously improving IT support delivery. The role blends technical problem-solving with people management, with a strong emphasis on service quality, team development, and customer-focused support.

This is a permanent, full-time role based in Chatswood, New South Wales, Australia. The salary is $134,000 to $138,000 per year, including superannuation, and will depend on the candidate’s qualifications and experience.

About the Team

The Technology team supports Aspect through reliable, scalable and efficient service delivery. By working closely with the wider business, the team aims to reduce the disruption caused by technology issues while improving systems, workflows and support processes that contribute to better service outcomes.

Key Responsibilities

The Help Desk Supervisor will lead the delivery and ongoing improvement of IT support services across the organisation. The role requires balancing hands-on technical work with supervision of the service desk team, while promoting a culture built on learning, empathy and service excellence.

• Oversee incident and service request handling so issues are resolved effectively and in a timely manner.
• Provide leadership, mentoring and support to the technical support team.
• Strengthen team capability through coaching and development.
• Improve service desk processes and help embed best-practice IT service management.
• Use technical expertise to diagnose, troubleshoot and resolve support issues.
• Work closely with stakeholders to ensure service delivery meets business needs.
• Maintain clear documentation and support structured process management.
• Contribute to a customer-first support culture with strong empathy and professionalism.

Requirements

Applicants should be experienced IT help desk professionals with a background in service delivery and team supervision. The ideal candidate will be organised, proactive and committed to improving technology support for end users.

• Significant experience in IT support and service delivery settings.
• Demonstrated success in leading, mentoring or supervising technical support staff.
• Strong working knowledge of Microsoft 365 and Windows 11.
• Practical experience with ITIL/ITSM practices and service improvement initiatives.
• Hands-on experience using ServiceDesk Plus.
• Well-developed troubleshooting, diagnostic and incident management skills.
• Excellent written and spoken communication abilities.
• Strong stakeholder engagement and customer service capability.
• Capability in documentation and process administration.
• A current NSW Working with Children Check.
• A National Police Check.

Attributes and Capabilities

• Strong customer orientation and a genuine empathetic approach.
• Commercial awareness and the ability to understand how incidents affect business operations.
• Highly organised, methodical and able to simplify complex situations.
• Works well collaboratively and builds positive relationships.
• Proactive, adaptable and focused on practical solutions.
• Able to quickly understand and retain technical information.
• Committed to ongoing improvement and high service standards.
• Supports accessibility, inclusion and neurodiversity-affirming practice.

Why Join Aspect

Technology at Aspect has a direct impact on the outcomes of autistic people and the communities the organisation supports. This role offers the chance to contribute to meaningful work in a mission-driven environment where your efforts help improve schools, services and communities across Australia.

• Hybrid working arrangements.
• A culture guided by purpose and values.
• Supportive and collaborative leadership.
• The chance to influence and improve organisation-wide technology services.
• Ongoing learning and career development opportunities.
• Work that contributes to better outcomes for autistic people and their families.

Application Notes

Candidates can submit an application through the employer’s standard recruitment process. A cover letter is optional. The organisation may interview and appoint at any stage during recruitment.

Inclusion Statement

Aspect is committed to increasing representation of autistic staff and fostering a workplace where everyone feels they belong. It welcomes applicants from Aboriginal and Torres Strait Islander peoples, neurodivergent people, people with disability, LGBTQIA+ communities, and culturally and linguistically diverse backgrounds. Flexible adjustments can be provided during hiring to meet individual needs.