See the direct impact of your technical expertise come to life Opportunities for learning and development Blackwoods - one of the leading B2B suppliers of industrial equipment Blend hands on leadership with technical expertise as an End User Support Lead to both Level 1 and Level 2 end user support teams (based onshore and offshore). This role is responsible for ensuring consistent, high-quality support to business users, meeting service targets, and continuously improving the way we deliver End User Compute (EUC) services. You’ll oversee day-to-day operations, strengthen stakeholder relationships across the business, and work closely with EUC, Infrastructure and Applications teams to drive improvements such as automation , SOE uplift , and service optimisation . This is a permanent, full-time opportunity. Given the nature of the role, there will be a rotating roster between 6:30am – 6:30pm and an on-call roster for business critical incidents. Key responsibilities : Lead and coordinate L1/L2 support teams (onshore/offshore) to deliver seamless support beyond standard business hours Ensure incidents and requests are received, prioritised, documented, resolved , and escalated appropriately Drive service performance to meet agreed incident/request SLAs and key support metrics Collaborate with IT Leadership, EUC and Enterprise Architecture to align with the EUC strategy and roadmap Partner with EUC to accelerate automation using zero-touch tools and improved processes Support and enhance SOE capability including asset management, security, patching, application packaging/deployment, mobility management, driver/software updates Develop and maintain knowledge articles, artefacts, and coaching to uplift team capability Support (as backup) Major Incident, Problem, and Change processes as required Strengthen operational readiness for cyber security events and major incidents Continually evaluate and optimise processes to improve efficiency and service quality Engage stakeholders at operational and strategic levels to align priorities and embed sustainable change Skills required: 5 years’ experience delivering end user support services in an enterprise environment Relevant Bachelor’s degree (or equivalent experience) Proven experience leading and mentoring L1/L2 resources (coaching, prioritisation, performance uplift) Strong customer focus with excellent written and verbal communication skills Solid understanding of ITIL practices (incident, request, problem, change) Strong documentation and knowledge management capability Strong understanding of IT security principles and secure configuration practices for EUC services Collaborative and effective in distributed teams (onshore/offshore) Highly Regarded Technical experience: Microsoft Windows desktop environments Azure AD / Active Directory / Group Policy Microsoft 365 platform (including adoption/deployment exposure) Microsoft Intune / Mobile Device Management EUC hardware and peripherals (HP laptops/desktops, general peripherals) Printer technologies (Lexmark/Zebra/Canon desirable) Mobile scanners/barcode readers and label printers (desirable) Teams conferencing, video conferencing and IP telephony support What’s in it for you: Use your expertise to work with internal stakeholders and end users Work with your team based both on and offshore Salary package inclusive of great incentives Access to amazing retail and corporate discounts Career development opportunities Onsite parking available Next Steps If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates as we receive them. As part of our recruitment process and commitment to safety, you may be required to undertake background checks (which may include a police check, a pre-employment medical assessment; and/or drug & alcohol testing) as part of your application process. Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI community and people with disabilities.
