Desktop Support Team Lead

About the role

Datacom is seeking a Desktop Support Team Lead based in Sydney to own the performance, standards and technical quality of its desktop support team. The role requires Australian citizenship and offers a blend of leadership and hands‑on technical credibility.

Key responsibilities

• Drive service performance metrics such as SLA attainment, first‑contact resolution, backlog age and escalation volumes.
• Define and audit technical standards, contribute to the SOE build process and ensure asset accuracy.
• Identify and eliminate root causes of incidents by collaborating with problem teams and stakeholders.
• Develop team capability through coaching, competency assessments and enforcing defined work standards.
• Maintain documented, repeatable processes and act as the escalation point for the team.

Required profile

• Proven experience leading a deskside/field services team in a multi‑customer managed services environment.
• Strong track record of measurable SLA improvements, backlog reductions and incident volume decreases.
• Ability to make early escalation decisions and rigorously document actions.
• Well‑regarded understanding of ITIL principles and service‑management tools.

Required skills

• Windows desktop environment expertise.
• ServiceNow or similar ITSM platform experience.
• ITIL‑aligned incident, request and problem management.
• Knowledge of mobility solutions and Audio‑Visual technologies (beneficial).

What we offer

• Flexible and hybrid working options.
• Paid parental leave and 24/7 Employee Assistance Programme (DataCare).
• Ongoing learning, certifications and career development opportunities.
• Access to industry‑leading learning platforms and future‑skills training.
• Recognition programmes, employee discounts and financial wellbeing benefits.