IMPACT Community Services Limited (IMPACT) is a high profile, community owned organisation supporting the most vulnerable and marginalised members of our community. Since 1978, we have been supporting local people experiencing disadvantage, poverty and exclusion. Our vision is improving lives. IMPACT is also a Child Safe Organisation committed to the safety and wellbeing of children and young people.

We are seeking a capable and people-focused ICT Technical Support Team Lead to drive service excellence across our ICT environment.

About the Role

As the ICT Technical Support Team Leader, you will be responsible for leading a high-performing Service Desk team while ensuring the organisation’s ICT systems, infrastructure, and services operate efficiently across multiple locations.

This is a hands-on leadership role combining technical expertise with people management. You will drive service quality, support business operations, and contribute to ongoing improvement initiatives across the ICT environment.

Key Responsibilities

• Provide expert technical advice and support to staff across multiple sites

• Ensure ICT infrastructure and systems are maintained, secure, and performing optimally

• Maintain and update internal systems, ensuring they remain current and aligned with business needs

• Lead, coach, and support team members to deliver high-quality outcomes and customer service

• Provide operational leadership, including performance management and professional development

In Collaboration with the ICT Operations Manager

• Troubleshoot and resolve moderate to highly complex technical issues

• Work with internal leaders to improve systems, processes, and service delivery

• Contribute to the development of continuous improvement and maintenance strategies

• Support infrastructure planning and decision-making

About You

Essential Skills & Experience

• Significant experience in a Service Desk environment

• Proven leadership experience (Senior Analyst, Team Leader, Supervisor)

• Strong people management, coaching, and communication skills

• Ability to manage competing priorities in a dynamic environment

• Strong technical capability in:

  • Microsoft 365 administration

  • Windows environments

  • Networking and security fundamentals

  • Ticketing systems and RMM tools

• Solid understanding of IT service management frameworks

• Strong customer service focus

Why IMPACT?

• A fortnightly Rostered Day Off (RDO) and enjoy a long weekend every 2nd week

• Salary packaging up to $18,900 per year to increase your take home pay 

• Birthday bonus day off

• Paid 2 hours per month to donate to a worthy cause of your choice

• Opportunities for advancement with our 'grow your own' approach

• Leadership programs with the Institute of Managers and Leaders 

• Leaders Lab, development support for employees aspiring to leadership roles 

• Workplace Chaplaincy for face to face, confidential support + external employee assistance program

• Westpac Corporate Partner program with discounted bank products and financial education

• Corporate Gym Membership offer

• Reimbursement for Working with Children clearance (after completed probation)

To find out more, view our Position Description and full list of staff benefits at Join Our Team - at HomePage - Impact Community Services 

How to apply

Submit your application today and provide your:

• Cover letter showing us why you are a great match for this role

• Current Resume

IMPACT welcomes all applications, including from Indigenous Australians, people with a lived experience of mental health concerns and recovery, a disability, those who identify as LGBTIQ+ and from culturally and linguistically diverse backgrounds. 

We believe that diversity in our workplace makes us stronger and we provide equal opportunity to all. IMPACT is proud to be an INCLUSIVE EMPLOYER 2024-2025 with the Diversity Council Australia. Selection for all vacancies is made on the basis of merit. 

The successful applicant will be required to obtain background checks prior to employment, including a Working with Children Check.