Desktop Support Lead — Lead a Global IT Team

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

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.