Support Team Lead

3 days ago

Sydney, New South Wales, Australia f5405361-d229-4f7b-bd91-51e62a6a4b94 Full time $80,000 - $120,000 per year

IT End User Support Manager – Australia (Multi-Region)

Location:
Sydney

Work Type:
Full-time

Team Size:
3–4 Support Analysts

About the Role

We are seeking a highly organised and proactive
End User Support Manager
to lead IT support operations across multiple Australian regions, including Brisbane, Adelaide, Sydney and potentially Melbourne.

You will oversee day-to-day support delivery, ensure service levels are consistently met, manage escalations, and uphold a high standard of customer experience. This is a hands-on leadership role that requires excellent communication skills and the ability to work confidently with stakeholders at all levels, including executive leadership.

Key Responsibilities

  • Manage end-user support across multiple regions in Australia
  • Lead and mentor a team of 3–4 IT Support Analysts
  • Ensure service tickets are created accurately, resolved within SLA timeframes, and closed promptly
  • Build strong relationships with internal users, particularly at executive level
  • Manage escalations effectively and implement measures to prevent recurrence
  • Conduct metric-based governance and performance reviews with North America leadership
  • Drive continuous improvement within service desk operations
  • Maintain a high standard of customer service, documentation and operational discipline

Required Skills and Experience

  • Proven experience managing an IT Service Desk or End User Support function
  • Strong understanding of ITSM practices, ticketing systems (e.g., ServiceNow, Jira Service Management) and SLA governance
  • Demonstrated ability to lead and develop support teams
  • Confident communication and stakeholder management skills, including working with executives
  • Strong attention to detail and a hands-on approach to problem-solving
  • Continuous improvement mindset and ability to introduce operational efficiencies

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