Hindmarsh, South Australia 5007, Australia

Full-time Permanent Associate

Posted 14 Sep 2026

Description

Purpose of Position

To oversee and manage the first level of IT support provided by our L1 Helpdesk Technicians for our clients. The position is responsible for coordinating and prioritising incoming support requests to ensure they are acknowledged and resolved in a timely and effective manner within SLA's. As a key lead within the business, they are responsible for all performance metrics across their assigned L1 team including coaching, training, and the team's performance. Living and influencing our brand values, this role will play a key part in developing and promoting a high performing culture.

Main Duties and Responsibilities

- Foster and influence a high performing, collaborative, and customer-centric team culture that supports staff growth into wider areas of the business.
- Build a strong working relation between team members and with your team. Ensuring a collaborative and productive working environment.
- Conducting regular team meetings, 1on1's, and keep it a fun place to work.
- Develop staff into high performing team members with a growth mindset. Through training, timely feedback and coaching.
- Assist and coach team members with creating personal development plans, including suggesting/directing specific training programs.
- Coach team members in developing their skills and capabilities in line with organisational, team, and their personal goals.
- Ensure tangible outcomes to staff development, such as recognised exams or certifications.
- Assists with the process of recruiting and onboarding high performing new staff. This includes interviewing, onboarding,



and training team members to ensure they are set up
- for success during their probationary period and beyond.
- Mentor, coach, and manage the team to investigate, diagnose and assess basic L1 technical problems reported by customers.
- Develop and deliver learning sessions, working with internal resources to develop training materials aligned with organisational and team learning objectives.
- Approach and adjust your training, mentoring, and development of team members in a flexible manner, to ensure that each person gets the most benefit.

Manage the day-to-day performance of the team

- Ensure L1 Technicians provide a memorable customer experience with every contact by ensuring every service request is handled professionally.
- Monitor work quality & performance against the team and organisational goals and KPIs.
- Ensure that the team understands and follows operating procedures and guidelines. Monitor adherence to these and ensure that timely feedback is provided where
- Triage incoming tickets and ensure they are assigned to appropriate resources based on SLAs, availability, and technical ability.
- Proactively manage the in-progress work of the team, ensuring work/tickets are reassigned as required to meet SLAs and that onsite requirements are met.




- Monitor quality and performance of work performed against organisational KPIs to make learning recommendations, provide feedback, or to elevate concerns.
- Ensuring IT Support Technicians are accountable for their work quality, and using available resources and follow processes around service delivery.
- Oversight, reviewing, and actioning of the team's survey scores to ensure we are delivering on SLA's and delivering exceptional customer service.
- Act as a technical escalation point for the team. Providing direct technical direction, support and guidance to the team on all technologies supported in client environments.

Encourage and lead a culture of continuous improvement

- Observes learners performing practical activities and work. Advises and assists where necessary. Provides detailed instruction where necessary and responds to questions,
- seeking advice in exceptional conditions beyond own experience.
- Develop a growth and accountability mindset within your team. No issue should be walked past.
- Develop a culture where all staff feel safe to provide suggestions to improve company performance, and can proactively implement changes where appropriate, such as
- ensuring technical documentation is proactively updated.
- Reviewing and maintaining technical knowledge base and support processes to reflect current technical information on process or product. Including liaising with clients on
- customer specific documentation such as user on/offboarding.
- Based on customer feedback and ticket reviews, proactively suggest improvements to internal Standard Operating Procedures.
- Provide feedback to Management of areas of improvement, including suggestions and examples of what improvements could be m

📌 Helpdesk Technician Team Lead (Australia)
🏢 COMWIRE IT
📍 Australia