IT Service Desk Team Leader

Join a national leader in Australian Retail and Manufacturing Drive & deliver front line operational technical support Attractive Package + Benefits Are you a hands‑on IT professional with a passion for leadership and service excellence? If so, Stratco has the opportunity you've been looking for With over 70 years’ experience in the industry, Stratco is a national leader in the manufacture and marketing of building and home improvement products. We have an outstanding record of continual growth, manufacturing plants and home improvement stores in all mainland states of Australia, along with a presence in several international locations. Located in our Adelaide head office, this is a unique opportunity to lead a dynamic service desk team while remaining actively involved in day‑to‑day technical support. As our IT Service Desk Team Leader, you’ll play a key role in guiding the team, resolving complex issues, and ensuring a seamless support experience for users across the organisation. Key Responsibilities Lead and manage the IT Service Desk function to ensure the effective and timely delivery of 24x7x365 high quality technical support to internal and external Stratco stakeholders Ensure all Stratco internal team members and relevant external customers have simple and clear channels for engaging the Group IT Service Desk Manage the help desk process (Level 1 support) ensuring all incidents and service requests are analysed, addressed, allocated or escalated according to agreed service levels Provide Level 2 and Level 3 support for in‑scope systems Manage and deliver daily administration and maintenance tasks Proactively manage internal and external support partners to ensure service requests are being addressed in alignment with Service Level Targets Identify improvement opportunities and participate in Major Incident Management, Post Incident Management, Problem Management and other ITSM processes Provide relevant reporting to the IT Leadership Team and senior management Proactively address “hotspots” across the end‑user community and the systems Provide coaching, direction and leadership support to team members to achieve employee, business and customer results. Assist with and drive improvements across the IT operating model, processes and policies Qualifications A Bachelor's Degree in IT or relevant experience ITIL certification is desirable Strong intellectual capacity, communication skills and ability to collaborate effectively Solid experience delivering IT support services for a national or multi‑national organisation and across a variety of technology platforms Experience with implementing IT service delivery management functions and associated management tools People leadership and management experience whilst preferred is not essential Experience in developing working relationships with senior management Experience with Microsoft 365, Microsoft Server products including Active Directory and Exchange, Windows OS including current and previous generations SOE deployment Knowledge of LAN / WAN, IP Networking, DHCP / DNS and general network principals Rewards & Benefits Health & Wellbeing Support Traineeship & Development Pathways Career Development Opportunities Support for Families Recognition & Referral Programs Team Member Discounts EAP / Confidential Support Services Our EVP At Stratco, manufacturing is our foundation, but our people are our future. We empower our team to grow and succeed, within an inclusive and collaborative environment, where every individual matters, and innovation thrives. We are committed to offering fulfilling and rewarding career paths, ongoing learning and development, and recognition for outstanding service. Join us and build the future you’ve always envisaged, while redefining outdoor living and improving the lifestyles of our customers. At Stratco, Safety is paramount, and we take every measure to ensure our team members ‘Return Home Safe’. #J-18808-Ljbffr