Desktop Support Lead

Ac3; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Free onsite parking

Nearby gym

Modern office

Job summary

Ac3 is seeking a lead‑oriented Level 1‑2 Desktop Support professional in Sydney to support a global, enterprise IT environment. You will step up into a lead role, overseeing incident resolution, ticket triage, and team workload management.

You’ll provide practical people leadership, manage attendance and leave matters, and ensure service standards are met while following established IT processes across the organisation.

Qualifications

• Experience supporting desktop environments in large corporate settings.
• Strong troubleshooting and incident resolution skills.
• Ability to manage team workload and people matters.
• Experience imaging laptops and deploying standard operating environments.
• Customer-focused with excellent service standards.

Responsibilities

• Lead day-to-day desktop support activities.
• Triage and allocate tickets by priority, workload and team capability.
• Identify opportunities to streamline support workflows and remove unnecessary steps.
• Improve and standardise processes to create consistent, efficient ways of working.
• Take ownership of implementing improvements when a better approach is identified.
• Provide guidance, support and escalation assistance to team members.
• Manage day-to-day people matters, including attendance, maintaining team accountability, service standards, and adherence to processes.
• Assist with SOE deployments, upgrades and project work, including rollouts and migrations.
• Maintain accurate hardware and software asset management records.
• Follow global IT processes while taking ownership of incidents through to resolution.

Skills

Desktop support

Ticket triage

Team leadership

Structured enterprise environment

Problem solving

Customer service

Job description

• Step up from IT Support into your first hands‑on lead role
• Work from a modern office with free parking and a nearby gym
• Make luxury vehicles and performance cars part of your daily view

• Step up from IT Support into your first hands‑on lead role
• Work from a modern office with free parking and a nearby gym
• Make luxury vehicles and performance cars part of your daily view

About the organisation

Join one of the world's largest automotive groups, renowned for innovation, engineering excellence and some of the industry's most recognised vehicle brands. With a global footprint spanning over 150 countries, this organisation offers a collaborative, enterprise-scale environment where you'll work with modern technologies while supporting a diverse and professional user base.

About the role

This is an ideal role for an experienced Level 1-2 Support person who wants to step up into a lead position.

Alongside resolving incidents and supporting users, you'll oversee incoming requests, allocate tickets, manage team workloads and ensure issues are progressed through to resolution. You'll also provide practical people leadership, including supporting team members, managing attendance and leave matters, and maintaining consistent service standards.

You'll thrive in a structured global environment where initiative, accountability, problem solving, and excellent customer service are highly valued.

Your key responsibilities will include

• Lead the day‑to‑day activities of the desktop support team
• Triage and allocate tickets based on priority, workload and team capability
• Identify opportunities to streamline support workflows and remove unnecessary steps
• Improve and standardise processes to create consistent, efficient ways of working
• Take ownership of implementing improvements when a better approach is identified
• Provide guidance, support and escalation assistance to team members
• Manage day‑to‑day people matters, including attendance, maintaining team accountability, service standards, and adherence to processes
• Assist with SOE deployments, upgrades and project work, including rollouts and migrations
• Maintain accurate hardware and software asset management records
• Follow global IT processes while taking ownership of incidents through to resolution

What you'll bring

• Demonstrated desktop support experience in a large corporate environment
• Strong troubleshooting skills and the ability to support technical escalations
• Experience working in a highly structured, process‑driven enterprise environment
• The ability to handle day‑to‑day people matters fairly and professionally
• Hands‑on experience re‑imaging laptops and deploying standard operating environments

What's in it for you

• Work for one of the world's most recognised automotive brands
• Gain exposure to enterprise technologies and global IT operations
• Join a supportive, collaborative team that values ownership and initiative
• Full time role with a 3 year term
• Rare career development opportunity - no prior leadership required
• Close-knit team with great culture, team building activities, and modern office amenities
• Free onsite parking

If you're passionate about technology, enjoy solving problems, and take pride in delivering outstanding customer service, we'd love to hear from you.