It Support Lead

IT Support Lead – City of Greater Geelong Work type : Permanent, full-time position. Classification : Band 7, $106,158 per annum plus super. About The Role This role oversees the day-to-day operations of the Service Desk, including coaching staff, managing workloads and improving our ways of working. We're looking for someone who can troubleshoot complex issues, understands our core systems and infrastructure, and can guide the team on best practice across devices, applications and cloud services. Key Responsibilities Drive continuous improvement across team processes and procedures. Play an active role in Change Advisory Board discussions and decision-making. Lead problem management by identifying recurring issues, coordinating root-cause investigations, and working with technical teams to implement long-term solutions. Provide subject‑matter expertise and advice to department leaders and key stakeholders as needed. Train and actively support others in the team by sharing knowledge to achieve common development goals. Motivate team members to maintain engagement, commitment and focus on team priorities while developing their professional skills. Ensure the IT Service Desk is appropriately resourced to meet rostered operational needs. Oversee and manage the Service Desk team's workload and priorities. Work closely with the department leader to deliver the unit's business plan and strategy, creating value for our community and customers. Execute, monitor and report on progress against plans and budgets to ensure timely delivery in line with relevant regulations and policies. About You To be successful in this role, you will have a relevant qualification in computing or a relevant discipline, and/or significant professional experience in IT Service Management in a comparable organisation. Essential Experience Demonstrated people leadership skills, with the ability to support, influence and foster a positive team environment. Proven track record in leading and delivering high-quality IT services, including effective Service Desk operations and reporting. Strong capability in major incident management, escalation handling and complex problem solving. Broad technical knowledge across hardware, software, networks and Microsoft 365 applications. Ability to understand corporate systems, their functions and associated operational processes. Experience building a strong team culture, supporting staff development and encouraging knowledge sharing. Preferred candidates will be required to undergo a National Police Check and Working with Children’s Check as part of the recruitment process (funded by the City). Child Safety Responsibilities We are committed to being a child‑safe organisation and have zero‑tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy. Diversity and Inclusion At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience. We are the City From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you're ready to be part of something bigger, join us in shaping the future of Geelong. We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process. Applications and Enquiries Click the Position Description link to view more information about this position. To obtain a copy of the position description, please visit Enquiries : Dwight Faulkner | Manager Technology Enablement & Services | Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at noting your preferred method of communication and contact details and a member of the team will be in touch. We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared. #J-18808-Ljbffr