ICT Support Team Leader — Flexible Hours (Sydney CBD)

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 (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.