IT Support Team Lead

About the role

We are looking for a candidate to join at the start of 2027 as the IT Support Team Lead owns and manages the ServiceNow ticket queue for the IT department, covering tickets assigned to the wider technical team and subject matter experts (SMEs) as well as their own dedicated Service Operations team, onshore and offshore. The role ensures all tickets are actioned, progressed and escalated appropriately within agreed SLAs. The role applies ITIL-aligned service management practices to prioritise workload across the queue based on severity, impact and urgency, and ensures timely escalation of complex or high-impact issues to the IT Service Delivery Manager, senior technical staff, SMEs or vendors. Support currently extends across the business's core IT systems as well as the ERP application and other business platforms, with the team's scope expected to grow further over time. The IT Support Team Lead leads and coaches their own growing Service Operations team, monitors service desk performance and quality, and works closely with the IT Service Delivery Manager, technical team and SMEs to continuously improve support processes and the end-user experience.

Key responsibilities

• Owns end-to-end management of the ServiceNow ticket queue for the IT department, including tickets assigned to the wider technical team and SMEs as well as the Service Operations team

• Allocates and reassigns tickets to the appropriate technical team member, SME or Service Operations team member based on skillset, priority and availability, regardless of reporting line

• Applies ITIL-aligned incident, request and problem management principles to prioritise work based on severity, impact and urgency

• Actively drives ticket resolution, personally picking up and resolving complex or aged tickets to keep the queue moving and SLAs on track

• Monitors queue health daily (ticket ageing, SLA compliance, backlog) across the technical team, SMEs and the onshore/offshore Service Operations team, and takes corrective action to keep the queue current

• Identifies tickets requiring escalation and ensures they are escalated promptly to the IT Service Delivery Manager, senior technical staff, SMEs or vendors, with a clear handover of context

• Coordinates day-to-day allocation of ticket queue work across onshore and offshore IT Support Officers to ensure even coverage, timely response and consistent service standards

• Monitors and reports on service desk KPIs (SLA compliance, ticket volumes, resolution times, customer satisfaction) across all supported applications to the IT Service Delivery Manager

• Develops and maintains triage guides, knowledge base articles and escalation paths for each supported application, including the ERP system, to support consistent first-level resolution

• Identifies opportunities for process automation and service delivery efficiencies within the support function

About you

• ITIL Foundation Certificate (essential); a higher-level ITIL certification is desirable

• Demonstrated knowledge of ITIL / IT Service Management principles, with the ability to apply incident, request and problem management practices in a service desk environment

• Proven experience managing and personally driving resolution of a ticket queue, including the escalation of complex or high-impact issues

• Experience using ServiceNow or similar ITSM / ticketing tools (Incident, Request and Problem Management)

• Sound understanding of IT infrastructure, end-user computing, networks and cloud-based services, sufficient to triage, resolve and escalate effectively across a broad range of systems

• 3+ years of IT support / service desk experience, with a strong track record of hands-on ticket resolution

• Strong prioritisation and time-management skills, with the ability to manage a high-volume ticket queue under SLA pressure

• Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical stakeholders

• Demonstrated experience coordinating offshore support resources across time zones

• Diploma or Degree in Computing Sciences or other relevant higher education, or demonstrated equivalent experience

About us

Quanta Services Australia (QSA) is committed to demonstrating best-in-class safety leadership and performance, delivering exceptional value to customers, driving operational and commercial excellence, and identifying and developing exceptional employees.