ICT Service Desk Team Lead

Wenona is seeking a dynamic and dedicated Service Desk Team Lead to provide hands-on technical leadership and day-to-day operational support. Lead the day-to-day operations of the ICT Service Desk, ensuring the delivery of timely, high-quality technical support across the school community. Manage and mentor Service Desk staff while acting as the primary escalation point for complex technical issues. Drive continuous improvement through ownership of device management, asset lifecycle processes, SOE management, and service delivery excellence.

Wenona aims to encourage, challenge, extend and nurture each student in a way that allows her to achieve her full potential. To achieve this, Wenona prides itself on attracting intelligent, inspiring and motivated employees who serve to role model strong, positive relationships and is committed to fostering an environment where all staff are passionate about refining their skills and pursuing a love of learning.

The Position

• Lead the ICT Service Desk, ensuring timely ticket resolution, effective prioritisation, escalation management, and adherence to service delivery standards.
• Provide hands-on technical support and act as the primary escalation point for complex issues across Windows, macOS, iOS, telephony, SharePoint, and AV environments.
• Manage, mentor, and develop Service Desk staff, fostering a collaborative, high-performing culture through coaching, training, and workload coordination.
• Own device management and Standard Operating Environment (SOE) processes, including imaging, software packaging, deployment, maintenance, and lifecycle management.
• Maintain accurate ICT asset management practices, overseeing procurement, deployment, tracking, refresh, and retirement of technology assets.
• Drive continuous improvement by enhancing service desk processes, documentation, knowledge management, reporting, and team capability to deliver an exceptional customer experience.

This is a permanent full-time position.

About You

To be successful in this role, you will have ICT qualifications and relevant experience in the field. The role requires excellent organisation and attention to detail when handling multiple tasks. You will display strong communication and interpersonal skills, allowing you to liaise and collaborate with a broad range of internal and external stakeholders. This will allow you to deliver excellent support to all stakeholders, through your strong problem-solving skills.

Benefits We Offer

·         Strong culture of teamwork and professional development support.

·         Access to professional growth and staff development learning experiences.

·         Access to EAP and onsite annual flu vaccinations.

·         Staff discounts, onsite gym and pool facilities and weekly morning tea provided.

Application Process

Applications should be submitted via Wenona Careers and include a resume, a cover letter outlining your relevant experience and interest in the position, copies of qualifications and names of two referees.

This role requires the successful applicant to hold a valid NSW Working with Children Check, valid NSW Police Check and to be vaccinated in line with any current Public Health Order.

Wenona is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion, sexual orientation, or age.

Wenona School is a child safe environment. Our School actively promotes the safety and wellbeing of all students, and all School staff are committed to protecting students from abuse or harm, in accordance with their legal and ethical obligations including child safe standards. Wenona's Code of Conduct is available on our website. The successful applicant for this position will be required to provide the School with a current Working with Children Check. (https://www.service.nsw.gov.au/transaction/apply-for-a-working-with-children-check)