Employment: Permanent, Full-time Salary: 80K-85K, plus superannuation Location: Parramatta, NSW RECEIVABLES PEOPLE SOLUTIONS PTY LTD (Francom) is seeking an experienced and motivated Team Leader – IT Help Desk to join our growing Technology team in Parramatta. This is a pivotal role for someone who thrives in a hands-on environment and is equally comfortable guiding a team as they are resolving technical issues on the ground. Position Summary: The Team Leader – IT Help Desk oversees daily ICT support operations while providing advanced technical leadership. This role combines hands-on systems support with team coordination, ensuring service quality, incident escalation, and continuous improvement. Team Leadership Responsibilities: • Oversee daily ICT Help Desk operations, assigning tasks and guiding the team. • Provide technical leadership, mentoring junior support staff, and ensuring procedural compliance. • Monitor service desk performance, analyse trends, and identify process improvements. • Coordinate complex incident escalation and resolution with internal and external stakeholders. • Collaborate with the broader Technology team to implement workflow automation and system improvements. Technical Responsibilities: • Provide advanced technical support for hardware, software, and network issues. • Administer user accounts, endpoint configurations, and access control. • Support the testing, deployment, and optimization of new technologies. • Diagnose and resolve complex system, software, and connectivity issues. • Maintain systems, software, and security compliance across endpoints. • Document support activities, system changes, and performance reports. • Work with external providers on maintenance, integration, and advanced support. About you To be successful in this role, you will bring: Proven experience in an IT Help Desk or IT Support role, ideally with exposure to a team leadership (preferred 1year) Strong technical proficiency across hardware, software, networking, and user account management Demonstrated ability to lead, coach, and develop junior technical staff Experience with or ability to quickly adopt Service Desk ticketing and performance reporting tools Excellent communication skills and the ability to translate technical issues for non-technical users A proactive, process-oriented mindset with a focus on continuous improvement Why join us? A collaborative and supportive Technology team environment A genuine leadership opportunity within a hands-on technical function Conveniently located in Parramatta, well-serviced by public transport Competitive remuneration package commensurate with experience If you are an experienced IT support professional ready to step into or build on a leadership position, we want to hear from you.
