Support Team Lead

vor 3 Wochen

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IT End User Support Manager – Australia (Multi-Region) Location: Sydney Work Type: Full-time Team Size: 3–4 Support Analysts About the Role We are seeking a highly organised and proactive End User Support Manager to lead IT support operations across multiple Australian regions, including Brisbane, Adelaide, Sydney and potentially Melbourne. You will oversee day‑to‑day support delivery, ensure service levels are consistently met, manage escalations, and uphold a high standard of customer experience. This is a hands‑on leadership role that requires excellent communication skills and the ability to work confidently with stakeholders at all levels, including executive leadership. Key Responsibilities Manage end-user support across multiple regions in Australia Lead and mentor a team of 3–4 IT Support Analysts Ensure service tickets are created accurately, resolved within SLA timeframes, and closed promptly Build strong relationships with internal users, particularly at executive level Manage escalations effectively and implement measures to prevent recurrence Conduct metric‑based governance and performance reviews with North America leadership Drive continuous improvement within service desk operations Maintain a high standard of customer service, documentation and operational discipline Required Skills and Experience Proven experience managing an IT Service Desk or End User Support function Strong understanding of ITSM practices, ticketing systems (e.g., ServiceNow, Jira Service Management) and SLA governance Demonstrated ability to lead and develop support teams Confident communication and stakeholder management skills, including working with executives Strong attention to detail and a hands‑on approach to problem‑solving Continuous improvement mindset and ability to introduce operational efficiencies Seniority level Mid‑Senior level Employment type Contract Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr

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