THE COMPANY This Australian organisation is proudly industry-owned and delivers services critical to the Australian economy. Key benefits: - Mainly WFH Ability to predominantly WFH 4 days a week, with 1 required office day in Sydney CBD. - 12 month fixed term contract ( an additional weeks annual leave!) - Friendly and approachable team who are 'making things happen'. - $120,000 - $130,000 (plus super) THE ROLE: IT Support Team Leader where you'll have the opportunity to manage a small team of IT Support Specialist's introduce process improvements and efficiencies to the IT Support function. The role is a 12-month fixed term contract and can be performed predominately WFH. Responsibilities include: Maintaining smooth day-to-day operations of the IT Support function. Ensuring timely resolution of incidents and service requests (meeting SLAs) Monitoring ticket queues and balancing workloads across the team Managing shift schedules, workloads, and KPI performance reviews for the team Acting as an escalation point for complex issues Identifying trends, bottlenecks and areas for improvement Implementing and optimizing service desk procedures based on ITIL (Incident, Problem and Change Management) Provide leadership, management and development of a small team of IT Specialists. IDEAL CANDIDATE Suitable for a self-driven Helpdesk/ IT Support Team Lead with a hands-on approach, strong customer focus and a passion for delivering high-quality support. You'll lead by example - ready to jump on tickets when needed and inspire the team to deliver great outcomes. You'll have a warm and approachable personality, serving as the primary contact for internal stakeholders and fostering positive working relationships. Required technical expertise: - Minimum of 3 years' experience in an IT Support Team Lead capacity. - Strong understanding of Microsoft technologies: Windows, O365, Active Directory - ITSM knowledge - ideally ManageEngine - Experience leading Incident, Problem and Change Management - Following ITIL to improve ITSM processes and governance. This is a 12 month fixed term contract (hybrid working) located in Sydney CBD and is offering $120,000 - $130,000 (plus super) - depending on experience By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy . Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.
