Help Desk and Training Team Lead

ITW; City of Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

ITW Construction Products Asia Pacific in Melbourne seeks a Helpdesk & Training Team Lead to guide the Software Support and Training function. Based in Dandenong, this hybrid role focuses on delivering high-quality software assistance and training across our customer base.

You will lead a motivated team, drive process improvements, partner with software groups and instructional design, and ensure timely, effective support experiences that strengthen customer success and loyalty.

Qualifications

• Experience leading or mentoring a customer support or helpdesk team.
• Strong presentation and relationship-building skills.
• Customer-focused mindset with problem-solving and prioritization abilities.

Responsibilities

• Lead the Helpdesk & Training team to deliver outstanding software support and training.
• Drive first-contact resolution, triage, and escalation processes to improve service delivery.
• Collaborate with software teams and Instructional Design to support releases and customer success.
• Develop team capability and contribute to ITW Toolbox initiatives.

Skills

Leadership

Communication skills

Customer focus

Job description

Job Description:

Helpdesk & Training Team Lead - Join a Global Leader in Innovation

Are you looking to make a real impact?

At ITW, we're not just a company; we're a community of innovators. We're seeking a passionate leader who thrives on delivering outstanding customer experiences, developing people, and driving continuous improvement.

About ITW

A Fortune 300 Company : With a legacy spanning over a century, ITW is a global industrial leader operating in diverse markets.

Innovative Brands: Our portfolio includes renowned brands like Pryda, Paslode and Ramset, trusted by industry professionals worldwide.

Entrepreneurial Culture: We empower our employees to think creatively, take ownership and drive positive change.

About the Role

We have an exciting opportunity for a Helpdesk & Training Team Lead to join our Offsite business within ITW Construction Products Asia Pacific. Reporting to the Software Support and Training Manager, this hybrid role is based in Dandenong, Melbourne.

This role is responsible for leading our Software Support (Helpdesk) team while overseeing the delivery of high-quality software training programs. You will play a critical role in enhancing the customer experience, improving support performance, developing team capability and ensuring consistent training delivery across our customer base.

What You'll Do

Make a difference: Lead a team delivering exceptional software support and training experiences, ensuring customers receive timely, effective solutions.

Innovate and solve problems: Drive first-contact resolution, support issue triage and escalation processes, and identify opportunities to improve service delivery.

Collaborate: Partner closely with internal stakeholders, software teams and the Instructional Design function to support product releases, training initiatives and customer success.

Continuous Improvement: Develop team capability, improve processes, contribute to ITW Toolbox initiatives and support the creation of training and helpdesk resources.

What You'll Bring

• Experience leading or mentoring a customer support, helpdesk or technical support team.
• Strong communication, presentation and relationship-building skills.
• A customer-focused mindset with the ability to solve problems, influence outcomes and manage competing priorities.

Highly Regarded

• Experience within the truss & frame, construction or manufacturing industry.
• Experience developing or delivering software training programs.
• Exposure to software support environments and customer training delivery.

Why Join ITW?

Unlock Your Potential: We invest in your development and provide opportunities for growth.

Collaborative Culture: Work with supportive colleagues who value innovation and continuous improvement.

Flexible Work Options: We recognise the importance of work-life balance and offer flexible arrangements where possible.

Global Strength, Local Impact: Join a market-leading organisation that empowers employees to make meaningful contributions.

Ready to Make a Difference?

If you're a people-focused leader with a passion for customer service, software solutions and team development, we'd love to hear from you.

ITW Construction Products - Asia Pacific is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity or national origin.

Applicants must be based in Australia and hold unrestricted working rights.

ITW Construction Products - Asia Pacific is proud to be endorsed as an employer for all women by WORK180.