Australian Charities and Not-for-profits Commission IT Helpdesk Team Leader
Australian Charities and Not-for-profits Commission (ACNC) – Melbourne VIC
We are seeking an experienced and customer focused IT Helpdesk Team Leader to join our Digital Services team.
As an IT Helpdesk Team Leader, you will lead the delivery of high-quality ICT support services across the Australian Charities and Not-for-profits Commission (ACNC).
You'll be responsible for the day-to-day management of the IT Helpdesk function, including leading a team of ICT professionals, managing workloads and priorities, and ensuring the timely resolution of technical issues and service requests.
Working in a dynamic digital environment, you will provide leadership and guidance on complex technical and service delivery matters, act as a key escalation point, and work closely with business users, technical teams and external service providers to deliver high quality customer-focused support.
Applying IT Service Management (ITSM) practices, you will help drive the continuous improvement of ICT services and enhance the user experience across the ACNC.
Through leadership, sound judgment and effective stakeholder engagement, you'll support the delivery of contemporary ICT services and initiatives.
has experience leading ICT support or helpdesk functions within a Microsoft 365 environment, including the management and resolution of complex technical issues
takes ownership of IT service delivery outcomes by monitoring performance, managing priorities and workloads of a small team, identifying risks and implementing improvements to processes and services
uses advanced analytical and problem-solving skills to identify risks, resolve complex issues and drive continuous service improvement




demonstrates solid leadership skills and experience, including the ability to mentor staff, allocate and coordinate work, manage performance and build a collaborative team culture
communicates clearly with technical and non-technical audiences, providing informed advice and translating technical concepts into business-focused outcomes
builds and maintains productive working relationships with diverse stakeholders, including users, service providers and business areas, to influence outcomes.
Experience with Microsoft Intune, Entra ID, Teams, SharePoint, Microsoft 365 and IT service management (ITSM) tools will be highly regarded but not essential.
The Australian community requires the highest integrity of ACNC staff.
Our ideal candidate also acts with integrity, makes ethical decisions and embodies our cultural traits and APS values.
We encourage Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse people and people with disability or neurodivergence to apply.
Getting to know the Australian Charities and Not-for-profits Commission (ACNC)We determine whether an organisation meets the legal definition of charity and we work to ensure charities understand and meet theirobligations by providing guidance and support.Located in Melbourne CBD, we are proud to have a diverse workforce that understands our vision and purpose and is made up of people who are committed to achieving our Corporate Priorities.We work hard to attract and retain talented staff.
We promote a people centred culture that models our values and understands our vision and purpose.You may be required to undergo integrity checks during the course of your engagement with the ACNC.Find out more information about us on our website .
#J-*****-Ljbffr

📌 Australian Charities And Not-For-Profits Commission It Helpdesk Team Leader (Melbourne)
🏢 Australian Charities and Not-for-profits Commission (ACNC)
📍 Melbourne