Deskside & Field Services Lead — IT Operations Manager

eTeam; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

eTeam in Sydney is seeking a Deskside/Field Services Lead to head a team of 10–20 technicians, overseeing productivity, skill development, and roster management. The role requires periodic night and weekend work to support deskside operations.

You will manage stakeholders, resources, and vendors, ensure SLA attainment, and drive ticket quality. Strong communication and ITIL basics are essential for success in this position.

Qualifications

• Must have a minimum of 4 years of experience in leading and managing a team of IT Deskside Support technicians.
• Must have demonstrated experience managing staff using metrics to drive performance.
• Must have experience managing teams and technologies that span across all end-user hardware and software.
• Team player with good communication, organizational, and strong interpersonal skills.
• Able to prioritize and drive to results with a high emphasis on quality.
• Experience using IT Service Management software (ServiceNow, Remedy).
• Ability to lift and move equipment 40lbs+.
• Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email.

Responsibilities

• Stakeholder management for regional customer counterparts.
• Resource and vendor management for the region.
• Ensure resource availability for all deskside support.
• Lead a team of Deskside Support Technicians to meet SLA metrics.
• Manage ticket hygiene and queue quality.
• Define team direction and provide guidance to team members.
• Oversee inventory control and AMDB accuracy.
• Install and support PCs, laptops, printers, and peripherals.
• Assist deskside teams with basic diagnostics to identify issues.
• Apply network knowledge (TCP/IP, DNS, DHCP) to resolve workstation problems.

Skills

People leadership

Stakeholder management

Communication

Team management

Organizational skills

Problem solving

Customer focus

Education

ITIL Certification

Microsoft Certified Help Desk Support Technician

Tools

ServiceNow

Remedy

Job description

eTeam in Sydney is seeking a Deskside/Field Services Lead to head a team of 10–20 technicians, overseeing productivity, skill development, and roster management. The role requires periodic night and weekend work to support deskside operations.

You will manage stakeholders, resources, and vendors, ensure SLA attainment, and drive ticket quality. Strong communication and ITIL basics are essential for success in this position.