Team Lead

• Coach, mentor, and motivate a high-performing Service Desk team
• Support hiring, onboarding, inductions, and ongoing development
• Foster a positive, accountable, and collaborative team culture
• Ensure workloads are balanced and resources are used effectively
• Keep utilisation high while minimising non-billable admin time
• Ensure timesheets, job notes, and processes are accurate and up to date
• Ensure policies, procedures, and company values are followed
• Ensure SLAs are consistently met
• Ensure incident and problem management processes are followed
• Prioritise managed clients and deliver high-quality outcomes
• Provide technical support when needed
• Troubleshoot across on-prem, hybrid, and cloud environments

IT Service Desk Team Lead

• Lead and manage one Taiwan-based IT Systems Administrator
• Set objectives, conduct 1:1s and performance reviews, approve leave, and manage regional coverage
• Allocate and prioritise workload across incidents, service requests, and projects
• Coach team members and identify skills gaps and development plans
• Maintain handover and coverage across the Australia–Taiwan time difference
• Own the regional ManageEngine ServiceDesk Plus queue and monitor SLA performance
• Resolve escalated incidents and fix-for-fail issues
• Develop, agree, maintain, and report on structured IT Service Level Agreements
• Drive adoption of the Global Service Desk, self-service, and knowledge base
• Coordinate regional major incidents, including communication, escalation, and post-incident review
• Maintain, support, and secure servers, desktops, laptops, networks, and regional IT systems
• Administer Active Directory, Microsoft 365, Teams, licences, and joiner/mover/leaver processing
• Administer switches, routers, firewalls, servers, and other network equipment
• Manage security solutions, hardware/software upgrades, backups, recovery, and disaster recovery testing
• Maintain the IT asset register and align Active Directory hardware records
• Create and maintain IT incident, service, process, and procedure documentation
• Identify and recommend technology and process improvements
• Manage operational relationships with regional suppliers and third-party support partners
• Prepare specifications, obtain quotations, recommend regional IT spend, and track consumption without budget authority
• Support compliance, data protection, security, finance audits, and disaster recovery activities
• Ensure privileged changes are logged and reviewed
• Maintain working relationships with internal teams and suppliers to ensure services are supported effectively

IT Team Lead – APAC, Australia

• Mentor, coach, and guide support workers to deliver safe, person-centred, high-quality support aligned with participant care plans and organisational standards
• Assist with onboarding and induction of new support workers
• Develop and implement matching strategies pairing support workers with participants based on skills, personality, preferences, and care requirements
• Foster a positive, inclusive, motivating team culture
• Provide supervision and performance support for consistent service delivery and continuous improvement
• Communicate with the Operations Manager about workforce planning, service delivery, and budget considerations
• Ensure support workers understand and implement participant care plans and risk management strategies
• Apply and contribute to organisational policies, procedures, and compliance processes
• Engage with participants, families, allied health professionals, and other stakeholders
• Support rostering by allocating shifts accurately and promptly
• Participate in an on-call roster once per month and respond to urgent matters
• Perform other reasonable duties as directed

Team Lead jobs in Australia

IT Service Desk Team Lead

IT Team Lead – APAC, Australia

NDIS Support Worker – Team Lead