Hybrid Helpdesk & Training Team Lead

ITW; Melbourne; Híbrido; AUD 120.000 - 150.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Communication skills

Customer focus

Descripción del empleo

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.