IT Support Team Lead – 3-Month Contract

Melbourne Eastern Suburbs | Onsite | Immediate Start | Contract-to-Permanent Potential

We are seeking an experienced IT Support Team Lead to join a major automotive organisation based in Melbourne’s eastern suburbs.

This is an initial three-month contract providing immediate leadership and stability to an established IT support team. For the right person, there may also be an opportunity to transition into a permanent position.

The role

You will lead a team of six support professionals. Your focus will be maintaining service quality, controlling ticket volumes, managing escalations and ensuring that internal teams and external vendors meet their agreed SLAs.

The organisation operates a varied technology environment spanning Microsoft 365, Oracle, Linux and other enterprise platforms. Deep expertise in one particular technology is not required; broad, technology-agnostic IT support experience and strong service leadership are more important.

Key responsibilities

- Monitor ServiceNow ticket volumes, queues and backlogs
- Maintain high standards of ticket quality and documentation
- Manage SLA performance and ensure tickets progress within agreed timeframes
- Prevent ticket volumes and unresolved issues from escalating
- Coordinate and manage technical and business escalations
- Hold regular vendor service meetings and review vendor SLA performance
- Identify service issues, recurring problems and opportunities for improvement




- Provide clear weekly reporting to management
- Maintain effective communication with internal stakeholders and external service providers
- Provide hands-on support and guidance to the team when required

About you

You will be an experienced IT Support Team Lead, Service Desk Team Lead or IT Operations Team Lead who is comfortable stepping into an established environment and making an immediate impact.

- Previous experience leading an IT support or service desk team
- Strong practical understanding of ITIL service-management principles
- Experience managing ticket queues, backlogs, SLAs and escalations
- ServiceNow experience
- Strong vendor-management experience, including SLA and performance reviews
- Broad experience working across mixed enterprise technology environments
- Exposure to technologies such as Microsoft 365, Oracle and Linux
- Strong people leadership, stakeholder management and communication skills
- The ability to interpret service data and produce concise management reporting
- A calm, proactive approach to high ticket volumes and competing priorities
- Availability to commence at short notice

This is an onsite position based in Melbourne’s eastern suburbs and will suit someone who can quickly build credibility with the team, improve service discipline and maintain reliable support operations.

If you are an experienced IT support leader available at short notice, we would be interested in speaking with you.

📌 Information Technology Support Team Lead (Melbourne)
🏢 Umbrella Club
📍 Melbourne