Help Desk and Training Team Lead

About the role

Join ITW Construction Products Asia Pacific as a Help Desk and Training Team Lead, based in Dandenong, Melbourne. You will lead the software support team and oversee high‑quality training programs to enhance customer experience.

Key responsibilities

• Lead a team delivering exceptional software support and training, ensuring timely and effective solutions.
• Drive first‑contact resolution, manage issue triage and escalation, and identify service improvement opportunities.
• Partner with internal stakeholders, software teams and Instructional Design to support product releases and training initiatives.
• Develop team capability, improve processes, contribute to ITW Toolbox initiatives and create training/helpdesk resources.

Required profile

• Experience leading or mentoring a customer support, helpdesk or technical support team.
• Strong communication, presentation and relationship‑building skills.
• Customer‑focused mindset with ability to solve problems, influence outcomes and manage competing priorities.

What we offer

• Investment in development and growth opportunities.
• Collaborative culture that values innovation and continuous improvement.
• Flexible work arrangements to support work‑life balance.
• Global strength with local impact, enabling meaningful contributions.