Information Technology Support Team Lead

Please note this is a 5 day a week in office role located on the Brisbane Northside. It has a paid on-call component one Saturday every 6 weeks for 4 hours. An Australian retail group is seeking an IT Support Team Leader for a permanent position. This is an opportunity to lead a service desk and end-user computing function while staying close to the technology and the people who rely on it. You will combine technical troubleshooting with coaching, workload management and service performance oversight.Working across a multi-site corporate network, you will help keep systems secure, available and fit for business use. The role offers variety across Microsoft 365, endpoint and identity management, infrastructure, networking, telephony, vendor relationships and technology projects.What You'll Be DoingLead, coach and support Service Desk and End User Computing staffProvide hands-on support for service requests, escalated incidents and complex technical issuesManage team workloads, priorities and resource allocationMonitor and report on SLA, KPI and customer service performanceAct as the escalation point for major incidentsSupport Microsoft 365 services including Exchange Online, Teams, SharePoint, Intune and Entra IDDrive continual service improvement, call reduction, automation and documentation initiativesSupport infrastructure, networking, telephony, endpoint, identity and access management across dealership and corporate environmentsWhat You'll Need (Essential)At least 5 years of experience in IT support, service desk or end-user computing environmentsDemonstrated experience leading, mentoring or coordinating technical support teamsHands-on Microsoft 365 administration experience across Exchange Online, Teams, SharePoint, Intune and Entra IDExperience using ITSM platformsStrong troubleshooting, incident management and problem-solving skillsExcellent communication, organisation and customer service skillsAbility to work effectively across a fast-paced, multi-site environmentNice to HaveITIL certification or equivalent experienceMicrosoft certificationsExperience with Fortinet, Meraki or SD-WAN technologiesCyber security experiencePowerShell, Power Automate or process automation experienceExperience supporting automotive dealership operations