IT Team Lead

Accountabilities:: Lead and support a distributed IT team, including setting objectives, conducting 1:1s and performance reviews, managing leave, coaching team members, and identifying development needs. Prioritize incidents, service requests, and project activities while balancing regional requirements with global IT initiatives and maintaining effective Australia–Taiwan coverage. Own the regional service desk queue, monitoring workload, ageing, SLA performance, and breach risks while driving timely issue resolution and escalation. Develop and maintain structured IT Service Level Agreements with business stakeholders and Global IT, and report regional performance against agreed standards. Coordinate major incidents across the region, managing communications, escalations, resolution activities, and post-incident reviews. Provide hands-on second- and third-line technical support for servers, endpoints, Microsoft 365, Active Directory, networks, firewalls, security solutions, backup, recovery, and disaster recovery systems. Manage user lifecycle processes, including account creation, joiner/mover/leaver activities, access removal, and privileged access controls. Maintain accurate IT asset records, equipment and service documentation, technical procedures, and knowledge-base content. Coordinate regional suppliers and third-party support partners, monitor service performance, obtain quotations, prepare technical specifications, and make recommendations for IT expenditure without holding delegated budget authority. Support audits, data protection, security, and disaster recovery requirements across APAC, including applicable Australian, Taiwanese, and EU data protection obligations. Identify opportunities to improve IT processes, service desk adoption, self-service capabilities, technical standards, and the use of emerging technologies. Requirements: Demonstrated experience leading or supervising IT professionals, including remote, distributed, or cross-border team members, with at least one direct report or equivalent technical leadership responsibility. 5+ years of experience in IT support or infrastructure, including 1–2+ years in a senior or lead-level position. Strong understanding of service desk operations and ITIL service management principles; ITIL Foundation or higher certification is required. In-depth hands-on knowledge of Microsoft technologies, including Windows Server, Microsoft 365, Active Directory, and network administration. Experience administering LAN/WAN environments, switches, routers, firewalls, endpoint security, antivirus/EDR, intrusion detection, and other security tooling. Practical experience with backup and recovery technologies, disaster recovery testing, and Citrix environments. Ability to independently investigate and resolve complex functional and technical issues at second- and third-line support levels. Experience working with external suppliers, outsourced IT providers, and third-party support partners. Strong understanding of international, multi-site IT service delivery, compliance, audits, data protection, and operational risk. Excellent customer service and communication skills, with the ability to work effectively with users and stakeholders at all organizational levels. Strong analytical, problem-solving, organizational, and prioritization skills, with the ability to work to deadlines and defined scopes. Business-fluent written and spoken English; additional APAC languages are an advantage. Bachelor’s degree in Computer Science, Computing, or a related field, or equivalent education and professional experience. Willingness to travel within Australia and occasionally to APAC or other international locations, and to flex working hours for planned out-of-hours activities when required. Benefits: Full-time position with a salary starting from AUD 115,000. Remote working arrangement with Melbourne as the primary location, subject to local working policy. Opportunity to lead IT service delivery across the APAC region within a global technology environment. Exposure to a broad range of Microsoft infrastructure, networking, cybersecurity, service management, compliance, and disaster recovery technologies. Collaboration with distributed teams, global IT stakeholders, business leaders, and international technology suppliers. Regional and occasional international travel opportunities. Professional development through industry forums, conferences, and exposure to evolving IT technologies and practices.