Job Description
Helpdesk & Training Team Lead – Join a Global Leader in Innovation
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Are you looking to make a real impact?
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At ITW, we're not just a company; we're a community of innovators. We're seeking a passionate leader who thrives on delivering outstanding customer experiences, developing people, and driving continuous improvement.
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About ITW
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A Fortune 300 Company: With a legacy spanning over a century, ITW is a global industrial leader operating in diverse markets.
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Innovative Brands: Our portfolio includes renowned brands like Pryda, Paslode and Ramset, trusted by industry professionals worldwide.
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Entrepreneurial Culture: We empower our employees to think creatively, take ownership and drive positive change.
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About the Role
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We have an exciting opportunity for a Helpdesk & Training Team Lead to join our Offsite business within ITW Construction Products Asia Pacific. Reporting to the Software Support and Training Manager, this hybrid role is based in Dandenong, Melbourne.
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This role is responsible for leading our Software Support (Helpdesk) team while overseeing the delivery of high-quality software training programs. You will play a critical role in enhancing the customer experience, improving support performance, developing team capability and ensuring consistent training delivery across our customer base.
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What You'll Do
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Make a difference: Lead a team delivering exceptional software support and training experiences, ensuring customers receive timely, effective solutions.
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Innovate and solve problems: Drive first-contact resolution, support issue triage and escalation processes, and identify opportunities to improve service delivery.
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Collaborate: Partner closely with internal stakeholders, software teams and the Instructional Design function to support product releases,



training initiatives and customer success.
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Continuous Improvement: Develop team capability, improve processes, contribute to ITW Toolbox initiatives and support the creation of training and helpdesk resources.
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What You'll Bring
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Experience leading or mentoring a customer support, helpdesk or technical support team.
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Strong communication, presentation and relationship-building skills.
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A customer-focused mindset with the ability to solve problems, influence outcomes and manage competing priorities.
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Highly Regarded
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Experience within the truss & frame, construction or manufacturing industry.
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Experience developing or delivering software training programs.
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Exposure to software support environments and customer training delivery.
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Why Join ITW?
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Unlock Your Potential: We invest in your development and provide opportunities for growth.
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Team-oriented Culture: Work with supportive colleagues who value innovation and continuous improvement.
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Flexible Work Options: We recognise the importance of work-life balance and offer flexible arrangements where possible.
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Global Strength, Local Impact: Join a market-leading organisation that empowers employees to make meaningful contributions.
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Ready to Make a Difference?
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If you're a people-focused leader with a passion for customer service, software solutions and team development, we'd love to hear from you.
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ITW Construction Products - Asia Pacific is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity or national origin.
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Applicants must be based in Australia and hold unrestricted working rights.
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ITW Construction Products - Asia Pacific is proud to be endorsed as an employer for all women by WORK180.
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📌 Help Desk And Training Team Lead (Victoria)
🏢 Itw Performance Polymers
📍 Victoria