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EBOS Group is the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products. It is also a leading marketer and distributor of recognised animal care brands.

With almost 5,700 employees in 133 locations across Australia, New Zealand, and Southeast Asia, EBOS Group is the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products. It is also a leading marketer and distributor of recognised animal care brands.

EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.

Reporting to the Workspace & Service Desk Manager, the IT Site Support Team Leader will lead the day-to-day delivery of onsite IT support across Australia and New Zealand. Leading a geographically distributed team of 4–6, you will coordinate workloads and site coverage, manage escalations and build team capability. You will also use service data and reporting to strengthen service quality, customer experience and operational efficiency. Some travel is expected.

What you will do

- Lead, coach and develop Site Support Analysts, setting clear objectives and coordinating workloads, site coverage and development plans.
- Coordinate onsite incidents and service requests, monitor queues and aged work, and manage high-priority and business-critical escalations.
- Build strong relationships with business sites and IT teams, maintaining clear support ownership, hand-offs and timely communication.
- Coordinate device deployments, refreshes, stock,



spares and secure disposal, maintaining accurate asset and lifecycle records.
- Identify recurring support issues and coordinate small-to-medium IT changes and operational improvements while protecting day-to-day service delivery.
- Maintain support tools, knowledge and documentation, and prepare service reports that explain activity, trends, risks and recommended actions.
- Monitor agreed service levels and KPIs across Service Desk and Site Support, investigate breaches and track corrective actions with service owners and suppliers.
- Coordinate supplier service reviews, validate reports against agreed commitments and track decisions, discrepancies and improvement actions.
- Maintain service governance records and support the hand-over of new or changed services by checking ownership, documentation, escalation paths and reporting requirements.
- Analyse service demand and supplier billing volumes where reliable data is available, supporting resource planning and identifying self-service and automation opportunities.

About you

- A minimum of five years’ experience in IT service desk or support operations, covering incident and problem management, application support, workstation hardware and software, telephony, peripherals and mobile devices.




- Formal IT qualifications in Microsoft client/server technologies, or at least five years’ relevant experience in a comparable environment.
- Strong troubleshooting skills and practical knowledge of device lifecycle management, asset records, secure disposal and support hand-over documentation.
- The ability to lead and coach a geographically distributed team, delegate effectively and balance workloads, site coverage and competing priorities.
- Experience analysing IT service data, preparing dashboards and service review packs, reconciling sources and explaining trends, limitations and business impacts.
- Working knowledge of ITIL service level management, continual improvement and supplier management, with effective reporting and governance record-keeping skills.
- The ability to coordinate small-to-medium IT changes and projects, manage dependencies and risks, and deliver agreed improvements with limited direction.
- Clear communication, sound judgement and robust stakeholder skills, including the ability to explain technical concepts, resolve concerns respectfully and influence shared outcomes.
- A customer-focused, collaborative and accountable approach, with initiative and a commitment to learning and service excellence.
- Experience implementing or supporting modern IT service management platforms is desirable, as are qualifications or industry experience in ITIL, Change and Release Management, Quality or related disciplines.

What success looks like

- Business sites receive consistent, responsive

📌 IT Site Support Team Leader (Australia)
🏢 Ebos Group
📍 Australia