Service Support and Scheduling Lead (Night Shift)

Australian Concert and Entertainment Security (ACES Group, LLC); Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

ACESGroup are expanding and are seeking a Service Support and Scheduling Lead for night shift to oversee the Services Support Centre (SSC) on duty, coordinate rosters, manage resources, and ensure compliant operations within a 24/7 national team based in Redfern, NSW.

Lead by example, keep schedules organised, solve problems quickly, and support the team to succeed in a growing company that values safety and service excellence.

Qualifications

• 1+ year of leadership or team management experience.
• Proficient in data processing and using multiple IT systems.
• Strong written and verbal communication skills with a hands-on attitude.

Responsibilities

• Provide excellent customer service by proactively responding to client enquiries and processing requests.
• Manage resource scheduling/rostering, ensuring rosters are accurate, compliant, and completed on time.
• Engage with internal Service Managers and staff to optimise role fit and performance.
• Identify and resolve problems using judgement and system analytics to improve service delivery.
• Communicate effectively with clients, employees and colleagues for seamless operations.
• Prioritise a heavy workload to meet deadlines and maintain service levels.
• Administer systems and records related to service operations; work with the team to achieve objectives.

Skills

Leadership

IT literacy

Communication

Multitasking

Planning

Attention to detail

Security licence

Job description

Service Support and Scheduling Lead (Night Shift)

We’re expanding and are seeking an experienced, customer-focused, organised, independent and quick-thinking Service Support and Scheduling Lead.

Lead administrative and logistical support, manage schedules, coordinate resources, and ensure compliant operations within a service-oriented environment.

Reporting to the Service Support Manager this role is accountable for proactive and responsive customer (client and staff) support and optimal resource utilisation for complete and compliant schedules (rosters).

Work independently as part of a 24/7 national operational team across a 7 day rotating roster. This is a Night Shift role.

Our motto is simple we keep people and places safe.

As ACESGroup continues to grow and expand, we’re excited to offer an outstanding opportunity for a proactive operational thinking Team Leader to join our dynamic team. Based in Redfern, NSW, this pivotal role will lead, coordinate, and maintain our Services Support Centre (SSC) when on shift as part of a 24hr/7 days a week function.

If you’re someone who leads by example, thrives on keeping things organised, loves problem-solving, and supports the team to succeed, this is your chance to make a real impact in a supportive, growing company!

Roles available for both a Team Leader on day rotating 12 hour shifts and a Team Leader on night rotating 12 hour shifts.

Why Join Us?

• We invest in our people. We have a trustworthy and reliable team built upon a culture of compliance and best practice.
• Career Growth — Pathways to leadership roles within ACESGroup, plus internal RTO programs and leadership development.
• Office-Based Role — Work from our Redfern Services Support Centre, close to public transport.
• Rotating Roster — Includes weekdays and weekends for variety and flexibility.
• Join a committed team — Be part of a growing, inclusive company with diverse opportunities.

Key Responsibilities

• Provide excellent Customer Service, proactively responding to client enquiries and processing client service requests.
• Manage resource scheduling/rostering including roster team members for high volume dynamic staff schedules to fulfil all client requirements (staff rosters and resource. Ensure rosters are accurate, compliant, and completed on time in accordance with contractual requirements and enterprise agreements.
• Maintain effective engagement with internal Service (Account) Managers and employees, including understanding employee capability and alignment with role requirements to optimise employee best fit.
• Identify and resolve problems with appropriate judgement and use of software and system analytics to optimise service delivery.
• Proactively communicate effectively with clients, employees and colleagues for clear information transfer and seamless operational delivery.
• Prioritise and manage a busy workload to achieve tasks and meet deadlines.
• Administer systems and records related to service operations.
• Work as part of a team collaborating with, leading and co-ordinating other team members to achieve objectives to provide excellent service.

What We’re Looking For

• 1+ year of leadership or team management experience.
• IT savvy – Confident in data processing and multi-tasking across multiple IT systems.
• Strong written and verbal communication skills — confident and approachable.
• Hands‑on attitude — willing to jump in and help when needed.
• Proven ability to organise, multitask, and work independently and collaboratively.
• Excellent planning, time management, and attention to detail.
• Security Licence (desirable but not essential).

About Us

ACESGroup are a leading national provider of security services to a large portfolio of public and private facilities. We are an established, respected and reputable business with more than 40 years’ experience partnering to provide security services to a diverse range of industries and facilities.

Our team members keep people and places safe in commercial facilities, public precincts, education institutes, aviation facilities, parklands, technology precincts and major recreation venues.

At ACESGroup, we aim to be the industry leader where we don’t just offer jobs, we offer long term careers.

ACESGroup pays our respects to the Aboriginal and Torres Strait Islander custodians of the country where we work, and to Elders, past, present and emerging.

ABN: 16 002 990 794 | ACN: 002 990 794 | M/L: 404776913 | ASIAL Member: 003749 | RTO: 90024 | VIC: PSBL 813-398-30S. Australian Concert and Entertainment Security Pty Limited, trading as ACESGroup, Assert Training, Alleviate Event Administration and Logistics, Event Force, Avert Risk Management, Assure Safety Services, Secured and Secure Domain.

ACESGroup
ABN: 16 002 990 794 | ACN: 002 990 794 | M/L: 404776913 | ASIAL Member: 003749 | RTO: 90024 | VIC: PSBL 813-398-30S. Australian Concert and Entertainment Security Pty Limited.