Desktop Support Team Lead
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What you'll do
- Service performance — SLA attainment, first-contact resolution rate, backlog age and escalation volumes. You own the numbers and the corrective actions when they move the wrong way.
- Technical standards — Input into the SOE build process, ensuring the build is at its most efficient, asset accuracy, and the technical quality of the team's work. You set the standard and audit against it.
- Root cause elimination — Identifying problem incidents and working with the problem team and other stakeholders, using evidence to drive out the underlying causes.
- Team capability — Coaching, competency assessment, and holding individuals to a defined standard of work.
- Process integrity — Documented, repeatable procedures. Where none exist, you are accountable for them being written. Where they are ignored, you correct it.
- Escalation authority — You are the escalation point for your team from other stakeholder groups.
What they're looking for
- Experience in desktop/end user support, including experience leading a Deskside/Field Services team.
- Demonstrable command of a Windows environment; an understanding of mobility and Audio Visual would also be of benefit.
- ITIL-aligned incident, request and problem management in a formal service management environment such as ServiceNow.
- A track record you can quantify — SLA improvements, backlog reductions, incident volume reductions. Bring the numbers.
- The judgement to escalate early and the rigour to document properly.
Nice to have
- ITIL understanding and experience working in an ITIL environment.
- Experience in a multi-customer managed services environment.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
This role is based in Sydney. Due to customer requirements, we will require Australian Citizenship to be eligible, no visa sponsorships for this position.
About Us
At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.
Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.
The role in one line
Own the performance, standards and technical quality of the desktop support team.
What you will be accountable for
- Service performance — SLA attainment, first-contact resolution rate, backlog age and escalation volumes. You own the numbers and the corrective actions when they move the wrong way.
- Technical standards — Input into the SOE build process, ensuring the build is at its most efficient, asset accuracy, and the technical quality of the team's work. You set the standard and audit against it.
- Root cause elimination — Identifying problem incidents and working with the problem team and other stakeholders, using evidence to drive out the underlying causes.
- Team capability — Coaching, competency assessment, and holding individuals to a defined standard of work.
- Process integrity — Documented, repeatable procedures. Where none exist, you are accountable for them being written. Where they are ignored, you correct it.
- Escalation authority — You are the escalation point for your team from other stakeholder groups.
Authority and autonomy
You will have delegated authority over rostering, technical standards and day-to-day prioritisation. You will not be micro-managed. You will be measured on outcomes, and you will be expected to bring evidence to the table when you want something changed.
What we require
- Experience in desktop/end user support, including experience leading a Deskside/Field Services team.
- Demonstrable command of a Windows environment; an understanding of mobility and Audio Visual would also be of benefit.
- ITIL-aligned incident, request and problem management in a formal service management environment such as ServiceNow.
- A track record you can quantify — SLA improvements, backlog reductions, incident volume reductions. Bring the numbers.
- The judgement to escalate early and the rigour to document properly.
Well regarded
- ITIL understanding and experience working in an ITIL environment.
- Experience in a multi-customer managed services environment.
- How you will be measured
- You will be assessed on SLA attainment, backlog reduction, documented process coverage, and team competency baseline established. Targets will be agreed in writing.
What is not in this role
This is not a hands-off management position, and it is not a purely technical one. You will be expected to lead people and stay technically credible, i.e. understand when being spoken to technically, without needing to know the in-depth mechanics.
Culture and benefits
Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally
We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.
Why you will love working here
- Flexible and hybrid working options (only include if applicable)
- Paid parental leave
- 24/7 Employee Assistance Programme (DataCare)
- Ongoing learning, certifications, and career development opportunities
- Access to industry-leading learning platforms and future skills training
- Recognition programmes that celebrate great work
- Great employee discounts and financial wellbeing benefits
- Meaningful work that makes a real impact
Eligibility criteria and conditions may apply to some benefits.
Company
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