We are seeking a hands-on Senior ICT Support Officer to lead frontline ICT support operations while working closely with a small team to ensure reliable, responsive and people-focused technology support across the organisation. This is a player-coach role , balancing complex technical escalation work with coaching and supporting the ICT support team. You will ensure issues are resolved efficiently, with minimal disruption to frontline and operational teams where continuity of service is critical. Reporting to the ICT Manager, you will support users across multiple sites, remote teams and frontline environments. About the role You will oversee day-to-day ICT support operations, ensuring incidents and service requests are resolved effectively and service levels are maintained. You will provide technical escalation support, guide a small team, and work with internal stakeholders and external providers to resolve issues and maintain service continuity. The role requires a calm, practical and people-focused approach in a fast-paced environment where frontline continuity is essential. Key responsibilities Lead day-to-day ICT support operations, ensuring timely resolution of incidents and service requests Manage ticket queues, prioritisation and workflow to maintain service levels Act as escalation point for complex issues across Microsoft 365, identity, access and endpoint environments Coordinate major incident response and communication to minimise operational impact Coach and support the support team through hands-on guidance and mentoring Support onboarding and offboarding, ensuring secure setup and removal of accounts and devices Liaise with internal teams and external providers (MSP/MSSP) to resolve cross-functional issues Apply ITIL practices across incident, problem and request management Identify recurring issues and contribute to root cause resolution and service improvement Support automation, knowledge base development and reduction of repeat incidents Deliver end-user support with empathy and clear communication, particularly for frontline teams About you You are an experienced ICT support professional with strong technical capability and a calm, supportive leadership style. You are comfortable working in fast-paced environments where frontline continuity is essential. You bring patience, empathy and a solutions-focused mindset, recognising that technology issues can directly affect frontline teams and the people they support. You will bring: 5 years’ IT support experience, including senior escalation or leadership responsibility Strong experience across Microsoft 365, Windows, Intune and identity/access environments Experience supporting or leading a service desk or ICT support team Strong incident and problem-solving capability in high-pressure environments Clear communication skills with a strong customer service focus Experience using ITSM tools (e.g. Freshservice, ServiceNow or Jira Service Management) Ability to coach and support junior team members ITIL 4 Foundation (or willingness to obtain) Experience in aged care, disability, health or community services is highly regarded Why join us? We offer a supportive and inclusive environment where people are enabled to do meaningful work and grow their capability. Not-for-profit salary packaging – up to $15,900 tax free Flexible work arrangements Paid birthday leave Paid parental leave (eligible employees) Matched superannuation contributions up to 1% Employee Assistance Program A values-driven culture focused on inclusion, respect and purpose Comlink Australia is a purpose-driven organisation where people feel included, supported and respected. We are an equal opportunity employer and welcome applications from people of all backgrounds. We would love to introduce you to our values… Our table is round / See the human /The right way, and again / Brilliantly Bold / Make a little magic If you'd like a seat at our round table - APPLY NOW!
