Your new company

A major South Australian organisation is seeking an experienced IT Support Team Leader to oversee the delivery of high‑quality, customer‑focused ICT support services. This key leadership role is ideal for someone who thrives in fast‑paced environments, enjoys developing people, and is driven by service excellence.

Your new role

You will lead and coordinate a team of Technical Support Analysts responsible for delivering Level 2 ICT support across multiple metropolitan and regional sites. The role sits within a broader ICT service delivery function and is central to ensuring incident resolution, resource allocation, and service standards are consistently met. You will drive a customer‑centric culture, support continuous improvement, and work closely with stakeholders to ensure efficient and effective service outcomes.

• Lead, motivate, and performance manage a high‑performing technical support team.
• Oversee the delivery of Level 2 desktop, remote and onsite ICT support services across multiple locations.
• Monitor workloads, resource allocation, and service performance to meet KPIs and operational targets.
• Strengthen collaboration with business stakeholders, ICT teams, and vendor partners.
• Manage logging, monitoring, escalation, and resolution processes for incidents and service requests.
• Analyse data, identify trends, and provide reporting insights to support service improvements.
• Provide expert advice on service transition, SLAs, KPIs, policies, and support planning.
• Act as an escalation point for complex technical issues and coordinate rapid incident response.
• Promote safety, quality, and compliance across team operations.

What you'll need to succeed

• Strong background leading technical teams in a large, complex ICT environment.
• Extensive knowledge of ICT environments including hardware, software, networks, cloud, and remote management tools.
• High‑level communication skills, able to influence stakeholders and explain complex concepts clearly.
• Solid understanding of ITIL frameworks and ICT service management practices.
• Experience developing and implementing performance measurement, analysis, and reporting processes.
• Proven ability to manage competing priorities and make sound decisions under broad direction.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information.
At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.