Support Team Lead

2 days ago

Cremorne, Australia Reece Group Full time

Support Team Lead - Level 2
**About Reece**

Reece is more than Australia’s largest supplier of plumbing and bathroom products. We're a leading distributor of trade goods, serving residential, commercial, and infrastructure markets.

As an ASX-listed company with over 900 branches and 10,000 employees across Australia, New Zealand, and the United States, Reece is on an exciting growth journey. Now, we’re looking for a passionate L2 Support Lead to join our team and contribute to our vision of delivering outstanding technology experiences.

**About the Role**

As an L2 Support Lead, you’ll lead a highly skilled team responsible for providing exceptional technical support to Reece employees. This role is all about delivering outstanding service, solving complex technical challenges, and driving innovation through process improvements and automation.

You’ll be based at our Cremorne Head Office, with the flexibility of a hybrid working model.

**About You**

We’re looking for a proactive and collaborative leader who thrives in a fast-paced, customer-focused environment.

**What You’ll Bring**:

- 3+ years’ experience leading technical support teams.
- Relevant certifications such as Cisco CCNA, Microsoft MCSE, and ITIL.
- Expertise in enterprise tools like Office 365, Active Directory, ServiceNow, and Cloud/SaaS services.
- A track record of identifying and resolving technical challenges and driving process improvements.
- Strong communication skills to translate complex technical issues for diverse stakeholders.

**What Success Looks Like**:

- Tickets are logged, triaged, and resolved efficiently within SLAs.
- Team members are coached and supported to achieve their best.
- Continuous improvements are implemented to enhance user satisfaction and reduce ticket volumes.
- Collaborative relationships with stakeholders across ReeceTech are established and productive.

**Why Reece?**

At Reece, we believe in fostering a culture of excellence, innovation, and continuous learning. We’re committed to supporting our people’s growth and providing opportunities to make a real impact.

**Ready to Lead the Future of IT Support?**
- Reece Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._

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