Desktop Support Team Lead: SLA, Standards & Coaching

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 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.