IT Site Support Team Leader

Ebos Group; Melbourne; Presencial; AUD 120.000 - 150.000; Tempo integral

Benefícios oferecidos por esta vaga

Flexible/Hybrid working

Novated Leasing

Employee Share Plan

Parental Leave

Health Insurance Discounts

Mental Health Wellbeing

Staff Awards & Referrals

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

People leadership

ITIL

Incident management

Stakeholder mgmt

Dashboard reporting

Change management

Asset management

Service desk tools

Vendor management

Communication

Formação

IT qualifications in Microsoft server technologies

Descrição da vaga

Reporting to the Workspace & Service Desk Manager, the IT Site Support Team Leader will lead the day-to-day delivery of onsite IT support across Australia and New Zealand. Leading a geographically distributed team of 4-6, you will coordinate workloads and site coverage, manage escalations and build team capability. You will also use service data and reporting to strengthen service quality, customer experience and operational efficiency. Some travel is expected.

What you will do

• Lead, coach and develop Site Support Analysts, setting clear objectives and coordinating workloads, site coverage and development plans.
• Coordinate onsite incidents and service requests, monitor queues and aged work, and manage high-priority and business-critical escalations.
• Build strong relationships with business sites and IT teams, maintaining clear support ownership, hand-offs and timely communication.
• Coordinate device deployments, refreshes, stock, spares and secure disposal, maintaining accurate asset and lifecycle records.
• Identify recurring support issues and coordinate small-to-medium IT changes and operational improvements while protecting day-to-day service delivery.
• Maintain support tools, knowledge and documentation, and prepare service reports that explain activity, trends, risks and recommended actions.
• Monitor agreed service levels and KPIs across Service Desk and Site Support, investigate breaches and track corrective actions with service owners and suppliers.
• Coordinate supplier service reviews, validate reports against agreed commitments and track decisions, discrepancies and improvement actions.
• Maintain service governance records and support the hand-over of new or changed services by checking ownership, documentation, escalation paths and reporting requirements.
• Analyse service demand and supplier billing volumes where reliable data is available, supporting resource planning and identifying self-service and automation opportunities.

About you

• A minimum of five years' experience in IT service desk or support operations, covering incident and problem management, application support, workstation hardware and software, telephony, peripherals and mobile devices.
• Formal IT qualifications in Microsoft client/server technologies, or at least five years' relevant experience in a comparable environment.
• Strong troubleshooting skills and practical knowledge of device lifecycle management, asset records, secure disposal and support hand-over documentation.
• The ability to lead and coach a geographically distributed team, delegate effectively and balance workloads, site coverage and competing priorities.
• Experience analysing IT service data, preparing dashboards and service review packs, reconciling sources and explaining trends, limitations and business impacts.
• Working knowledge of ITIL service level management, continual improvement and supplier management, with effective reporting and governance record-keeping skills.
• The ability to coordinate small-to-medium IT changes and projects, manage dependencies and risks, and deliver agreed improvements with limited direction.
• Clear communication, sound judgement and strong stakeholder skills, including the ability to explain technical concepts, resolve concerns respectfully and influence shared outcomes.
• A customer-focused, collaborative and accountable approach, with initiative and a commitment to learning and service excellence.
• Experience implementing or supporting modern IT service management platforms is desirable, as are qualifications or industry experience in ITIL, Change and Release Management, Quality or related disciplines.

What success looks like

• Business sites receive consistent, responsive support, with clear ownership, effective coverage and timely updates on priority incidents.
• The Site Support team has clear objectives, regular coaching and development plans, with capability and resourcing risks identified and addressed.
• Service levels, backlog ageing and customer feedback are monitored, with corrective actions assigned, tracked and escalated when needed.
• Asset records, support documentation and governance evidence are accurate, current and usable, and new or changed services have clear support hand-overs.
• Service reports and supplier reviews provide reliable evidence, transparent data limitations and practical recommendations that support agreed improvements.

This is a unique opportunity to work in a company where you are valued, given the recognition you deserve and suitably rewarded for your hard work.

Other benefits include:

• Insert role-specific selling points, e.g., Flexible/Hybrid working, WFH allowance, or tool allowance. (Flexibility is the #1 driver for modern candidates).
• Novated Leasing & Corporate Rewards - Access tax-effective vehicle leasing and a comprehensive cashback program across hundreds of retail, travel, and entertainment brands.
• Employee Share Plan - Build long-term wealth with our ASX/NZX shared equity program.
• Company Paid Parental Leave - Supporting your family with fully paid leave options.
• Health Insurance Discounts - Enjoy reduced corporate rates on private health cover.
• Mental Health Wellbeing - Free, confidential support via our Employee Assistance Program (EAP).
• Staff Awards & Referrals - Be recognized via our peer rewards and cash referral bonuses.
• And More!

We are committed to fostering a workplace that values diversity and inclusion. As an equal opportunity employer, we actively strive to build a gender-equitable team and cultivate a culture that embraces individuals from all walks of life. We welcome applications from candidates of diverse backgrounds, abilities, ages, and cultures (including First Nations Peoples).

Our commitment to inclusivity extends to supporting candidates with disabilities throughout the recruitment process. If you require any accommodations due to disability, please inform us by reaching out to **@ebosgroup.com. We believe that a diverse and inclusive workforce enriches our organisation and contributes to our success.

• Right to Work: Candidates must possess full, unrestricted working rights in [Australia / New Zealand] to be considered for this position.
• Background Screening: The preferred candidate will be required to undergo standard pre-employment screening prior to an offer of employment.