IT Site Support Team Lead (AU/NZ) — Remote-Ready

Ebos Group; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible/Hybrid working

Novated Leasing

Employee Share Plan

Parental Leave

Health Insurance Discounts

Mental Health Wellbeing

Staff Awards & Referrals

Job summary

Ebos Group is seeking an IT Site Support Team Leader to oversee on-site IT support across Australia and New Zealand. You will lead a geographically dispersed team of 4–6, coordinate workloads, handle escalations, and drive service quality through data-driven reporting.

Travel is expected. You will coach analysts, maintain asset records, and work with IT and business sites to ensure smooth service delivery and strong stakeholder communication.

Qualifications

• Five years of experience in IT service desk or support operations, including incident and problem management, workstation hardware/software, telephony, peripherals and mobile devices.
• Formal IT qualifications in Microsoft client/server technologies, or equivalent experience in a comparable environment.

Responsibilities

• Lead, coach and develop a distributed Site Support Analyst team across Australia and NZ.
• Coordinate onsite incidents and service requests, monitor queues and escalations.
• Build strong relationships with business sites and IT teams, ensuring clear ownership and timely communication.
• Coordinate device deployments, stock, spares and disposal with accurate asset records.
• Identify recurring issues and coordinate small-to-medium IT changes and improvements.
• Maintain service governance, documentation and reporting."
• Monitor service levels and KPIs, investigate breaches and drive corrective actions.
• Coordinate supplier service reviews and track decisions and improvement actions.
• Support hand-overs for new or changed services with clear ownership and reporting requirements.
• Analyze service demand and supplier billing to aid resource planning and identify automation opportunities.

Skills

People leadership

ITIL

Incident management

Stakeholder mgmt

Dashboard reporting

Change management

Asset management

Service desk tools

Vendor management

Communication

Education

IT qualifications in Microsoft server technologies

Job description

Ebos Group is seeking an IT Site Support Team Leader to oversee on-site IT support across Australia and New Zealand. You will lead a geographically dispersed team of 4–6, coordinate workloads, handle escalations, and drive service quality through data-driven reporting.

Travel is expected. You will coach analysts, maintain asset records, and work with IT and business sites to ensure smooth service delivery and strong stakeholder communication.