ICT Support Team Leader

Local Government Procurement; Sydney; On-site; AUD 120,000 - 140,000; Full time

Benefits offered by this job

Flexible work arrangements

Sydney CBD office

Job summary

Local Government Procurement (LGP) in Sydney CBD is seeking an experienced ICT Support Team Leader to oversee day‑to‑day ICT support delivery. You will manage the service desk, asset management, and performance of the MSP, turning operations data into actionable insights for senior stakeholders.

You will lead and develop the ICT team, ensure security and governance compliance, and align priorities with the Head of IT. A hands‑on, structured leader is required for a high‑demand environment.

Qualifications

• Minimum three years’ experience managing ICT support operations or service desk teams in a complex environment.
• Experience supporting customer relationship management systems, ERP platforms or similar business‑critical platforms.
• Strong experience with advanced Excel for operational analysis and reporting (pivot tables, XLOOKUP, Power Query).
• Experience managing service provider performance, operational escalations and service reporting.
• Experience leading and developing ICT support staff.
• Strong working knowledge of M365 applications, including Teams and SharePoint.
• Proven expertise in service desk management, ticketing systems, incident resolution, and SLA tracking.
• End‑to‑end asset management experience across the ICT lifecycle.
• Ability to interpret and apply cyber security controls, data governance standards and compliance requirements.
• Vendor and contract management skills, including performance monitoring and escalation.

Responsibilities

• Deliver reliable, responsive ICT support services through a mix of internal capability and managed service providers.
• Lead service desk operations, onboarding and offboarding, asset management and ICT support processes.
• Set operational plans and performance goals for the ICT support team.
• Manage vendor and service provider performance, including issue escalation and contract oversight.
• Apply relevant cyber security, data governance and WHS requirements across ICT support operations.
• Lead, manage and develop ICT support staff through clear expectations, regular feedback and practical coaching.
• Act as an escalation point for complex or high‑impact ICT issues.
• Provide clear operational insights and reporting to the Head of IT.
• Balancing competing priorities and service demands.
• Maintaining security, compliance and operational discipline.
• Building and developing team capability.
• Turning operational data into clear, decision‑ready insights.

Skills

ICT leadership

Service desk management

Vendor management

ITIL

M365 (Teams/SharePoint)

Cyber security

Data governance

Contract management

Analytical thinking

Tools

Zendesk

Smartsheet

Excel

Job description

Local Government Procurement – Sydney CBD NSW

Be Seen, Heard and Valued - Together, Let's Make a Difference

At Local Government Procurement (LGP), we’re a values-driven organisation where people are engaged and empowered to do their best work. We care deeply about wellbeing, flexibility and culture, and we’re committed to developing leaders who make a meaningful impact.

Working with us

Modern office in Sydney CBD, a 3-minute walk to Wynyard station.

Full-time (38-hours per week).

Flexible working arrangements to support balance and well-being.

About you:

You are a practical, people‑focused ICT support leader who takes pride in running a dependable, well‑governed support function. You enjoy bringing structure to complex environments and are comfortable balancing hands‑on operational delivery with leadership, vendor management and continuous improvement.

You have a strong service mindset, a calm approach under pressure, and the ability to translate operational detail into clear insights for senior stakeholders. You value teamwork, accountability and professionalism, and you’re motivated by building capable teams, improving services and making a tangible difference to how technology supports the organisation.

About the role:

This role is not required to provide technical infrastructure support. We have a Managed Service Provider (MSP) who provides network, server, firewall, patch management, active directory and high-level desktop support.

The ICT Support Team Leader leads the day‑to‑day delivery of reliable, customer‑focused ICT support. The role oversees service desk operations, asset management, support processes and service provider performance, and acts as the escalation point for complex or high‑impact issues.

Working closely with the Head of IT, you will turn operational activity into clear, decision‑ready insights, set priorities for the support team and improve the consistency and reliability of ICT services. This hands‑on role suits an experienced support leader who can bring structure to a demanding operational environment and develop team capability.

Key accountabilities:

• Deliver reliable, responsive ICT support services through a mix of internal capability and managed service providers.
• Lead service desk operations, onboarding and offboarding, asset management and ICT support processes.
• Set operational plans and performance goals for the ICT support team.
• Manage vendor and service provider performance, including issue escalation and contract oversight.
• Apply relevant cyber security, data governance and WHS requirements across ICT support operations, including oversight of user access and permissions.
• Lead, manage and develop ICT support staff through clear expectations, regular feedback and practical coaching.
• Act as an escalation point for complex or high‑impact ICT issues.
• Provide clear operational insights and reporting to the Head of IT.
• Balancing competing priorities and service demands.
• Managing vendor performance in a multi‑supplier environment.
• Maintaining security, compliance and operational discipline.
• Building and developing team capability.
• Turning operational data into clear, decision‑ready insights.

• Minimum three years’ experience managing ICT support operations or service desk teams in a complex environment.
• Experience supporting customer relationship management systems, ERP platforms or similar business‑critical platforms.
• Strong experience with advanced Excel for operational analysis and reporting (eg pivot tables, XLOOKUP, IF statements, Power Query).
• Experience managing service provider performance, operational escalations and service reporting.
• Experience leading and developing ICT support staff.
• Strong working knowledge of M365 applications, including Teams and SharePoint.
• Proven expertise in service desk management, ticketing systems, incident resolution, and SLA tracking.
• End‑to‑end asset management experience across the ICT lifecycle.
• Ability to interpret and apply cyber security controls, data governance standards and compliance requirements.
• Vendor and contract management skills, including performance monitoring and escalation.
• Ability to develop team capability through clear expectations, regular feedback and practical coaching.
• Analytical mindset, with the ability to identify trends, root causes and improvement opportunities.
• Clear and confident communication skills, able to engage users, stakeholders and vendors.
• Strong organisation, prioritisation and problem‑solving skills.
• Ability to develop and maintain operational documentation, workflows and training materials.
• Experience using Zendesk or another service management platform.
• Experience using Smartsheet or a comparable work management tool.
• Familiarity with ITIL or comparable service management practices.
• Experience delivering technology training to non‑technical users.

About Local Government Procurement

LGP is a private company established in 2006 by Local Government New South Wales (LGNSW), to provide councils with a coordinated, professional approach to procurement. The organisation works closely with councils to meet their procurement needs; and forges sounds business relationships with the suppliers of goods and services to councils, ensuring that all parties in the procurement and supply functions are working successfully and cohesively with the common aim of achieving best practice.

The services provided by LGP include the provision of a portfolio of Local Government specific contracts, which councils can utilise without having to tender in their own right, along with training and strategic procurement consulting services.

LGP is a medium‑size business; a flexible place to work, with modern facilities and equipment.

For further information

About the role or for a copy of the position description contact Suska Timney at *******@lgp.org.au. For further information about LGP, visit www.lgp.org.au.