Information Technology Support Team Lead

IT Support Team Lead – 3-Month ContractMelbourne Eastern Suburbs | Onsite | Immediate Start | Contract-to-Permanent Potential
We are seeking an experienced IT Support Team Lead to join a major automotive organisation based in Melbourne’s eastern suburbs.
This is an initial three-month contract providing immediate leadership and stability to an established IT support team. For the right person, there may also be an opportunity to transition into a permanent position.
The roleYou will lead a team of six support professionals. Your focus will be maintaining service quality, controlling ticket volumes, managing escalations and ensuring that internal teams and external vendors meet their agreed SLAs.
The organisation operates a varied technology environment spanning Microsoft 365, Oracle, Linux and other enterprise platforms. Deep expertise in one particular technology is not required; broad, technology-agnostic IT support experience and strong service leadership are more important.
Key responsibilitiesMonitor ServiceNow ticket volumes, queues and backlogsMaintain high standards of ticket quality and documentationManage SLA performance and ensure tickets progress within agreed timeframesPrevent ticket volumes and unresolved issues from escalatingCoordinate and manage technical and business escalationsHold regular vendor service meetings and review vendor SLA performanceIdentify service issues, recurring problems and opportunities for improvementProvide clear weekly reporting to managementMaintain effective communication with internal stakeholders and external service providersProvide hands-on support and guidance to the team when required
About youYou will be an experienced IT Support Team Lead, Service Desk Team Lead or IT Operations Team Lead who is comfortable stepping into an established environment and making an immediate impact.Previous experience leading an IT support or service desk teamStrong practical understanding of ITIL service-management principlesExperience managing ticket queues, backlogs, SLAs and escalationsServiceNow experienceStrong vendor-management experience, including SLA and performance reviewsBroad experience working across mixed enterprise technology environmentsExposure to technologies such as Microsoft 365, Oracle and LinuxStrong people leadership, stakeholder management and communication skillsThe ability to interpret service data and produce concise management reportingA calm, proactive approach to high ticket volumes and competing prioritiesAvailability to commence at short notice
This is an onsite position based in Melbourne’s eastern suburbs and will suit someone who can quickly build credibility with the team, improve service discipline and maintain stable support operations.
If you are an experienced IT support leader available at short notice, we would be interested in speaking with you.