IT Support Team Leader

Short Description

Join a leading multi-site organisation as an IT Support Team Leader in a permanent, hands-on leadership role. You will balance team coordination with Level 1 and Level 2 support, Microsoft 365 administration and complex incident resolution. The role is based at the organisation’s corporate head office, five days per week in the office, with a salary of $110,000 to $120,000 plus Superannuation depending on experience. Contact aaron.thomas@digitalnative.io.

Detailed Description

About the Role

This is an opportunity to lead a service desk and end-user computing function while remaining close to the technology and the people you support. The role is intentionally balanced between hands-on technical delivery and leadership, making it well suited to a senior support professional ready to take ownership of team performance and service quality.

You will help keep support services responsive, structured and customer-focused across a multi-site environment. From resolving escalated issues to improving processes, managing workloads and supporting Microsoft 365 services, your contribution will have a direct impact on day-to-day operations.

What You'll Be Doing

• Lead, coach and support service desk and end-user computing team members
• Allocate workloads, manage priorities and monitor service performance
• Provide hands-on Level 1, Level 2 and escalated technical support
• Act as the escalation point for major incidents and complex issues
• Manage incidents and service requests through an ITSM platform
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, Intune and Entra ID
• Maintain support documentation, procedures and knowledge articles
• Drive service improvement, call reduction and process automation initiatives

What You'll Need (Essential)

• At least 5 years’ experience in IT support, service desk or end-user computing environments
• Experience leading, mentoring or coordinating a technical support team
• Strong hands-on Level 1 and Level 2 troubleshooting and incident management experience
• Production administration experience across Microsoft 365, including Exchange Online, Teams, SharePoint, Intune and Entra ID
• Experience using an ITSM platform such as FreshService, ServiceNow or Jira Service Management
• Experience supporting users and technology across multiple sites
• Strong communication, organisation and customer service skills

Nice to Have

• ITIL certification or equivalent ITIL-aligned experience
• Microsoft certifications
• PowerShell, Power Automate or process automation experience
• Experience with Fortinet, Meraki, SD-WAN or cyber security

The Details

• Salary: $110,000 to $120,000 plus Superannuation depending on experience
• Type: Permanent
• Location and work arrangement: Corporate head office, five days per week in the office
• Additional requirement: Saturday on-call every six weeks, 8:00am to 12:00pm, paid at approximately $250

How to Apply

To apply or find out more, send your resume to aaron.thomas@digitalnative.io