IT Service Desk Team Leader The Role This role provides a great opportunity to drive positive change within our business.
This role will lead an effective service desk in line with ITIL standards, putting customer service at the core.
You will provide advice, guidance, and ensure resolutions are in line with agreed timescales.
You will also be responsible for the technical management of our IT environment.
You will ensure that the root causes of common and recurring incidents are understood and remedies implemented.
Duties Maintain, manage, and develop the IT Service Desk with 3rd party vendors Escalate issues to external MSP as required Devise, agree, and execute SLAs, standards, and procedures Develop and report on service desk satisfaction and usage Set up, configure, and relocate IT equipment Administer and maintain a large-scale Microsoft 365 Hybrid environment Design, implement, and manage comprehensive mobile device management (MDM) strategies using Microsoft Intune Support intranet and other business applications Requirements IT support experience ideally with relevant IT certifications or qualifications Well-developed people and relationship skills Strong problem-solving abilities, critical thinking, and analytical skills Experience in deploying and managing Microsoft Intune and Windows Autopilot Understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs Ability to execute assigned tasks with precision, following established procedures and guidelines Highly organised approach to project management, task prioritisation, and documentation Advantages At Sureway, we believe in offering more than just a job.
We provide growth, support,



and rewards that help you thrive both professionally and personally.
We pay above award rates – because your time and talent are worth more Performance bonus scheme based on meeting benchmarks Birthday leave – celebrate your special day with a paid day off every year Additional leave – enjoy an extra week off each year after 3 years of service Ongoing learning and development – access programs study assistance to grow your skills and career Recognition that means something – be celebrated through monthly awards and our annual team awards program Organisation Details Sureway leads the industry in Employment Services for cohorts including mainstream, people with disability, parents, youth and mature aged Australians.
We also deliver training and health supports to enable people to improve their quality of life.
Sureway deliver innovative programs to job seekers, employers, participants and learners across ACT, NSW, QLD, SA, VIC, and WA.
Our growing suite of services assists people to achieve their goals and aspirations in life.
This position requires the successful applicant to undertake a National Police Check and relevant state-based screens.
Applicants also must have the right to work in Australia and hold a valid driver's licence with reliable transport.
Submit a cover letter and current resume as soon as possible.
Applications are being considered as they are submitted.
We celebrate diversity and welcome applications from people of all backgrounds, including Aboriginal Torres Strait Islander peoples, individuals with disabilities, LGBTIQA+ communities, and those from culturally and linguistically diverse backgrounds

📌 It Service Desk Team Leader (Sydney)
🏢 sureway
📍 Sydney