ICT Technical Support Team Leader

Salary: $46.70 – $50.25 per hour

IMPACT Community Services Limited (IMPACT) is a high profile, community owned organisation supporting the most vulnerable and marginalised members of our community. Since 1978, we have been supporting local people experiencing disadvantage, poverty and exclusion. Our vision is improving lives. IMPACT is also a Child Safe Organisation committed to the safety and wellbeing of children and young people.

Why IMPACT?

We believe our people are our greatest asset, so to support you, we offer a wide range of benefits including:

• A fortnightly Rostered Day Off (RDO) and enjoy a long weekend
• Salary packaging up to $18,500 per year to increase your take home pay
• Birthday bonus day off
• Paid 2 hours per month to donate to a worthy cause of your choice
• Opportunities for advancement with our 'grow your own' approach
• Leadership programs with the Institute of Managers and Leaders
• Leaders Lab, development support for employees aspiring to leadership roles
• Workplace Chaplaincy for face to face, confidential support + external employee assistance program
• Corporate Gym Membership offer
• Reimbursement for Working with Children clearance (after completed probation)

About the Opportunity

We are seeking a capable and people-focused ICT Technical Support Team Lead to drive service excellence across our ICT environment. In this role you will be responsible for leading a high-performing Service Desk team while ensuring the organisation’s ICT systems, infrastructure, and services operate efficiently across multiple locations.

On a day-to-day basis you will:

• Lead and supervise the Service Desk team to achieve operational and service excellence.
• Oversee day-to-day service desk operations, ensuring service levels, targets, and customer expectations are consistently met.
• Act as the primary escalation point for complex technical incidents and customer requests.
• Provide technical leadership and guidance across Microsoft 365, Azure/Entra ID, Windows environments, networking, endpoint management, and mobile devices.
• Perform the role of ICT Security Officer (ITSO) and support the organisation's security requirements.
• Manage workload scheduling and resource allocation to ensure efficient service delivery and operational coverage.
• Drive continuous improvement initiatives, including process optimisation, automation, and knowledge management.
• Build and maintain strong stakeholder relationships through effective communication with customers, vendors, and internal teams.

About You

• Significant experience in a Service Desk environment
• Proven leadership experience (Senior Analyst, Team Leader, Supervisor)
• Strong people management, coaching, and communication skills
• Ability to manage competing priorities in a dynamic environment
• Strong technical capability in:
• Microsoft 365 administration
• Windows environments
• Networking and security fundamentals
• Ticketing systems and RMM tools

• Solid understanding of IT service management frameworks

• Strong customer service focus

To find out more, view our Position Description and full list of staff benefits at Join Our Team page, impact.org.au/careers-with-us

How to apply

Submit your application today and provide your:

• Cover letter showing us why you are a great match for this role
• Current resume

IMPACT welcomes all applications, including from Indigenous Australians, people with a lived experience of mental health concerns and recovery, a disability, those who identify as LGBTIQ+ and from culturally and linguistically diverse backgrounds.

We believe that diversity in our workplace makes us stronger and we provide equal opportunity to all. IMPACT is proud to be an INCLUSIVE EMPLOYER 2024-2025 with the Diversity Council Australia.

The successful applicant may need to obtain background checks prior to employment, including a Working with Children Check.