IT Service Delivery Team Leader

Are you an experienced IT professional looking to take the next step in your career, or a current leader passionate about delivering outstanding customer-focused support? We are seeking a motivated individual to lead our IT Service Delivery Team, ensuring reliable, timely, and high-quality IT support across Council. Whether you’re ready to move from individual contributor to team leader, or you already have leadership experience, this role offers the opportunity to make a real impact while developing your skills and supporting a dynamic team.This pivotal role is responsible for coordinating daily IT support operations, providing hands-on Level 2 technical assistance, mentoring junior staff, managing escalations, and supporting key infrastructure and security projects. As the first point of escalation within the support team, you will drive continuous improvement and ensure a consistent approach to service delivery.What We Will Offer YouAn attractive remuneration package for the right applicant;Ongoing training and professional development opportunities;Generous leave entitlements;Access to Council’s Flexible Working Hours Agreement.Your New RoleYou will lead the IT Service Delivery Team, coordinating support requests and ensuring service standards are met. You’ll provide technical support in a Microsoft-based environment, mentor and develop IT Service Delivery Officers, and assist with the rollout of new technologies and key IT projects. The role also provides level 2 support of Council’s IT infrastructure, including servers, networks, communications, and backup solutions, and contributes to the continuous improvement of IT support processes and documentation.Key Responsibilities IncludeCoordinating daily operations of the IT Service Delivery Team;Providing Level 2 helpdesk support and acting as the primary escalation point for Level 1 staff;Mentoring and supporting IT Support Officers in skill development and workload prioritisation;Monitoring ticket queues, service performance, and staff availability;Supporting the rollout of new hardware, software, and operating systems;Assisting with IT infrastructure, security systems, and disaster recovery solutions;Maintaining accurate documentation and asset records;Providing professional and effective communication with internal customers;Supporting Council meetings and staff afterhours on a rotating basis.What You Will Need To SucceedTertiary qualifications and/or industry certifications relevant to the role;Minimum of 3 years’ experience in IT support, including technical support in a Microsoft-based environment;Experience in leading or mentoring staff in a technical or support setting;Strong coordination, time management, and problem-solving skills;Well-developed communication and interpersonal skills;Commitment to delivering high-quality customer service;Understanding of ITIL framework and service delivery principles;Current Class C Driver’s licence.Highly Desirable SkillsExperience with VMware vSphere, Virtual Desktop Infrastructure, Azure, Active Directory, Windows Server 2012+, Veeam Backup, Aruba Wifi/Central, and remote office support.Focus QuestionsCan you describe a time you managed a team facing a heavy or competing workload? How did you prioritise tasks, support your staff, and ensure outcomes were achieved?How do you approach mentoring, coaching, and developing staff in a technical team? Can you provide an example of how you’ve built capability in your team?What experience do you have in improving IT service delivery processes or implementing new technologies? How did you approach this in your previous roles?Can you describe a time when you led a change or improvement initiative in IT support services? What challenges did you face, and how did you gain buy-in from stakeholders?What is next?Applications close Friday, 28 November 2025 at 11.59pm AEDST with interviews to be held in the week commencing Monday, 8 December 2025.If you are interested in this role and would like more information, please contact Joshua Wood on 02 6926 9224.As part of the recruitment process, pre-employment checks will be conducted in line with requirements of the position.All selected candidates for this position will be asked to consent to a police check. Please note that people with a criminal record are not discouraged from applying for the position. Each application will be considered on its merit.For more information and to apply, please visit https://wagga.pulsesoftware.com/Pulse/jobshttps://wagga.nsw.gov.au/the-council/working-with-council/why-work-in-waggaCouncil is an inclusive employer. We strive to reflect the community in which we work, as a result we welcome and encourage applications from skilled people from all walks of life. This includes women, men, Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with a disability, veterans, sexually and gender diverse people, people with lived experience and people of all ages.