Team Lead Digital Workplace Onsite

About AC3 AC3 makes technology real – we combine great people and leading tech to deliver outcomes customers can feel. This role sits in our Digital Workplace function and is all about fast, human, high‑quality onsite support. The opportunity You will lead four onsite Tech Bars embedded at AC3 customer locations. Your job is to keep service smooth, customers confident, and your team performing while still being able to jump on the tools when needed. What you’ll do Lead, coach and develop a team of onsite engineers; run regular 1:1s and keep your people engaged. Own rosters and daily coverage across four Tech Bars; coordinate leave and backfill when required. Run customer meetings and day‑to‑day stakeholder management; act as the escalation and liaison point for onsite support. Ensure a great walk‑up/onsite experience across multiple locations; drive a shift‑left, self‑service mindset. Provide (and coordinate) Level 2+ troubleshooting across desktop, networking, Windows Server and M365; escalates to specialist teams when required. Keep ticket hygiene tight: everything logged in the ITSM tool, SLA targets met, and aged tickets actively managed. Own asset and stock‑room discipline: device tagging, asset register accuracy, monthly reconciliation and reporting. Drive continual service improvement: SOPs, knowledge articles, process improvements and better ways of working. Lead by example on Information Security & Quality expectations for a people leader. What you’ll bring Australian Citizens only – Baseline Security Clearance required. 2+ years’ leadership experience in an End User Computing / Digital Workplace / Desktop Support environment. 4+ years’ hands‑on support experience with end‑user devices and applications, including confident communication with senior stakeholders. Strong Windows and M365 support capability, plus modern endpoint management exposure (Intune and/or MECM). Practical ITIL mindset and comfort working to process (incident, request, change, asset). Calm under pressure, structured problem solving, and the ability to juggle competing priorities across multiple sites. Excellent written and verbal communication – you can translate technical issues into clear actions and outcomes. Current full Driving Licence and access to a vehicle. Nice to have: ServiceNow experience, particularly Asset Management components. ITIL v4 Foundation, MCP (or similar) and/or Microsoft Windows Endpoint Administrator (MD‑102). Tertiary qualification (or equivalent) in IT / Computer Science. We’d love for you to experience the AC3 way: Work Wise – As one AC3, we put our combined skills to work to ensure we do more good, for much less. All in service of our customers and each other. Work Humble – As a team, we bring our authentic selves to the world of tech. It’s our down‑to‑earth, humble nature that makes us unique and easy to work with. Work Honest – We’re here to do an honest day's work, individually and as a team. We’re constantly looking for opportunities to take the initiative and implement practical solutions. What you’ll get A clear leadership role with real customer ownership and room to improve how onsite support runs. Exposure to multiple enterprise environments and a strong internal network across Digital Workplace and specialist teams. A team you can shape – standards, rosters, knowledge, customer rhythm and culture. Clear opportunities for future career progression. Professional Certifications paid for by AC3. How to apply Click 'Apply' and include a short cover note outlining your leadership experience and multi‑site onsite support exposure. No agencies, please. AC3 is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr