Service Support and Scheduling Lead

We're expanding with new positions for experienced, customer focussed, organised, independent and quick-thinking Service Support and Scheduling Lead.

Lead administrative and logistical support, manage schedules, coordinate resources, and ensure compliant operations within a service-oriented environment.

Reporting to the Service Support Manager this role is accountable for proactive and responsive customer (client and staff) support and optimal resource utilisation for complete and compliant schedules (rosters).

Work independently as part of a 24/7 national operational team across a 7 day rotating roster.

Our motto is simple we keep people and places safe.

As ACESGroup continues to grow and expand, we're excited to offer an outstanding opportunity for a proactive operational thinking Team Leader to join our dynamic team. Based in Redfern, NSW, this pivotal role will lead, coordinate, and maintain our Services Support Centre (SSC) when on shift as part of a 24hr/7 days a week function.

If you're someone who leads by example, thrives on keeping things organised, loves problem-solving, and supports the team to succeed, this is your chance to make a real impact in a supportive, growing company

This role is based on a rotating roster of 12 hour day shifts, as such, you must be avaialbe to work weekdays and weekends.

Why Join Us?

• We invest in our people. We have a trustworthy and reliable team built upon a culture of compliance and best practice.
• Career Growth — Pathways to leadership roles within ACESGroup, plus internal RTO programs and leadership development.
• Office-Based Role — Work from our Redfern Services Support Centre, close to public transport.
• Rotating Roster — Includes weekdays and weekends for variety and flexibility.
• Join a committed team — Be part of a growing, inclusive company with diverse opportunities.

Key Responsibilities

• Provide excellent Customer Service, proactively responding to client enquiries and processing client service requests.
• Manage resource scheduling/rostering including roster team members for high volume dynamic staff schedules to fulfil all client requirements (staff rosters and resource. Ensure rosters are accurate, compliant, and completed on time in accordance with contractual requirements and enterprise agreements.
• Maintain effective engagement with internal Service (Account) Managers and employees, including understanding employee capability and alignment with role requirements to optimise employee best fit.
• Identify and resolve problems with appropriate judgement and use of software and system analytics to optimise service delivery.
• Proactively communicate effectively with clients, employees and colleagues for clear information transfer and seamless operational delivery.
• Prioritise and manage a busy workload to achieve tasks and meet deadlines.
• Administer systems and records related to service operations.
• Work as part of a team collaborating with, leading and co-ordinating other team members to achieve objectives to provide excellent service.

What We're Looking For

• 1+ year of leadership or team management experience.
• IT savvy – Confident in data processing and multi-tasking across multiple IT systems.
• Strong written and verbal communication skills — confident and approachable.
• Hands-on attitude — willing to jump in and help when needed.
• Proven ability to organise, multitask, and work independently and collaboratively.
• Excellent planning, time management, and attention to detail.
• Intermediate Excel skills.
• Security Licence (desirable but not essential).

About us

ACESGroup are a leading national provider of security services to a large portfolio of public and private facilities. We are an established, respected and reputable business with more than 40 years' experience partnering to provide security services to a diverse range of industries and facilities.

Our team members keep people and places safe in commercial facilities, public precincts, education institutes, aviation facilities, parklands, technology precincts and major recreation venues.

At ACESGroup, we aim to be the industry leader where we don't just offer jobs, we offer long term careers.

How to apply

If you are ready to join a dynamic team with a company that truly values your contribution, then APPLY NOW You can also get in touch for a confidential chat with our Recruiters on

ACESGroup is the 2022 and 2023 recipient of the Australian Security Industry Awards for Excellence in Gender Diversity

ACESGroup is an equal opportunity employer, committed to all forms of workforce inclusion and diversity. We encourage all applicants to apply, with successful applicants subject to a range of background, police, medical and reference checks.

ACESGroup do not accept referrals from recruitment agencies.

ABN: | ACN: | M/L: | ASIAL Member: | RTO: 90024 | VIC: PSBL S. Australian Concert and Entertainment Security Pty Limited, trading as ACESGroup, Affirm Training, Alleviate Event Administration and Logistics, Event Force, Avert Risk Management, Assure Safety Services, Secured and Secure Domain.

Job Type: Full-time

Pay: From $90,000.00 per year

Work Location: In person