Desktop Support Team Lead

Datacom; Sydney; On-site; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Parental leave

Employee Assistance (DataCare)

Learning & development

Career development

Employee discounts

Financial wellbeing

Job summary

This Sydney-based role at Datacom leads the desktop support team, owning performance, standards, and technical quality. You will drive SLA metrics, escalate where needed, and ensure consistent, auditable processes across the team.

You will guide the team in a fast-paced environment, maintain SOE efficiency, and work with stakeholders to root out underlying issues while coaching staff to higher competency levels.

Qualifications

• Experience in desktop/end-user support with team leadership.
• Strong command of a Windows environment and mobility/AV basics.
• ITIL-aligned incident, request and problem management in ServiceNow.

Responsibilities

• Own the service performance metrics: SLA attainment, first-contact resolution, backlog age and escalation volumes.
• Define and audit technical standards, contributing to SOE and ensuring asset accuracy.
• Identify root causes with the problem team and drive corrective actions.
• Coach, assess competency and maintain a defined standard of work across the team.
• Document repeatable procedures and ensure adherence; act as escalation point.

Skills

Desktop support

Team leadership

Windows environment

ServiceNow

Tools

ServiceNow

Job description

This role is based in Sydney. Due to customer requirements, we will require Australian Citizenship to be eligible, no visa sponsorships for this position.

About Us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

The role in one line

Own the performance, standards and technical quality of the desktop support team.

What you will be accountable for

• Service performance — SLA attainment, first-contact resolution rate, backlog age and escalation volumes. You own the numbers and the corrective actions when they move the wrong way.


• Technical standards — Input into the SOE build process, ensuring the build is at its most efficient, asset accuracy, and the technical quality of the team's work. You set the standard and audit against it.


• Root cause elimination — Identifying problem incidents and working with the problem team and other stakeholders, using evidence to drive out the underlying causes.


• Team capability — Coaching, competency assessment, and holding individuals to a defined standard of work.


• Process integrity — Documented, repeatable procedures. Where none exist, you are accountable for them being written. Where they are ignored, you correct it.


• Escalation authority — You are the escalation point for your team from other stakeholder groups.

Authority and autonomy

You will have delegated authority over rostering, technical standards and day-to-day prioritisation. You will not be micro-managed. You will be measured on outcomes, and you will be expected to bring evidence to the table when you want something changed.

What we require

• Experience in desktop/end user support, including experience leading a Deskside/Field Services team.


• Demonstrable command of a Windows environment; an understanding of mobility and Audio Visual would also be of benefit.


• ITIL-aligned incident, request and problem management in a formal service management environment such as ServiceNow.


• A track record you can quantify — SLA improvements, backlog reductions, incident volume reductions. Bring the numbers.


• The judgement to ...

Well regarded

• ITIL understanding and experience working in an ITIL environment.


• Experience in a multi-customer managed services environment.


• How you will be measured


• You will be assessed on SLA attainment, backlog reduction, documented process coverage, and team competency baseline established. Targets will be agreed in writing.

What is not in this role

This is not a hands-off management position, and it is not a purely technical one. You will be expected to lead people and stay technically credible, i.e. understand when being spoken to technically, without needing to know the in-depth mechanics.

Culture and benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Flexible and hybrid working options (only include if applicable)


• Paid parental leave


• 24/7 Employee Assistance Programme (DataCare)


• Ongoing learning, certifications, and career development opportunities


• Access to industry-leading learning platforms and future skills training


• Recognition programmes that celebrate great work


• Great employee discounts and financial wellbeing benefits


• Meaningful work that makes a real impact

Eligibility criteria and conditions may apply to some benefits.