Senior Team Leader (EUC)

2021 Kinetic IT

1d • Hybrid

About The Position

At Kinetic IT, this Senior Team Leader role isn't about watching tickets flow by—it’s about being the operational heartbeat of a high-performing End User Computing (EUC) team. Based in Inner Melbourne , with hybrid flexibility on site (4 days) and working from home, we are looking for a natural leader to drive day-to-day Desktop operations with a customer-first mindset, overseeing a diverse national crew. Your responsibilities will include: Leading and coordinating Desktop support operations, ensuring all on‑site and remote EUC activities are prioritised and actioned efficiently - with a focus on exceeding SLAs, not just meeting them! Partner with the Operations Manager to coordinate technical resources, support project deployments, liaise with vendors, and maintain clear communication during major incidents or high‑impact events. Manage resource planning across a 24/7 operation, including rosters, leave, and timesheet accuracy, while maintaining balanced workloads and coverage. Act as the quality lead, reviewing and validating technical work completed by the team to ensure security, accuracy, and professionalism. Champion continuous improvement, helping uplift EUC processes, documentation, device standards, and team capability. About You We are looking for a mentor and a high-energy organiser who brings empathy to a 24/7 environment and knows how to keep a team motivated. We are happy to build upon your skills and will provide mentorship for your own leadership growth and build your expertise in areas like people management, project coordination, and vendor engagement. For further consideration, we are looking for: A background in IT support - ideally within a Managed Services (MSP) environment, with the ability to lead by example across both remote and on-site teams. The ability to interpret live ticket data and SLA trends to make proactive adjustments to team workflows. ServiceNow experience highly advantageous! Operational focus with ability to support resourcing and escalations for incidents, project activities and wider team meetings, whist under direction and support of the Operations Manager. Confidence in acting as a senior of the organisation on-site, with the ability to manage expectations and build rapport with diverse stakeholders. About Kinetic IT Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities. For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport. Be You, Create the Future We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do. As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer. The Kinetic IT Difference Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews. Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub. Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting). Celebrate together – Social events, cultural celebrations, end-of-year functions and more. Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access. Other Perks - Access to our employee discounts platform, discounted gym membership and more. How To Apply Work with us as we bring technology to life. Apply today or send your CV direct to [e-mail] . You can learn more about our culture and crew online at kineticit.com.au .

Requirements

• A background in IT support - ideally within a Managed Services (MSP) environment, with the ability to lead by example across both remote and on-site teams.
• The ability to interpret live ticket data and SLA trends to make proactive adjustments to team workflows.
• Operational focus with ability to support resourcing and escalations for incidents, project activities and wider team meetings, whist under direction and support of the Operations Manager.
• Confidence in acting as a senior of the organisation on-site, with the ability to manage expectations and build rapport with diverse stakeholders.

Nice To Haves

• ServiceNow experience highly advantageous!

Responsibilities

• Leading and coordinating Desktop support operations, ensuring all on‑site and remote EUC activities are prioritised and actioned efficiently - with a focus on exceeding SLAs, not just meeting them!
• Partner with the Operations Manager to coordinate technical resources, support project deployments, liaise with vendors, and maintain clear communication during major incidents or high‑impact events.
• Manage resource planning across a 24/7 operation, including rosters, leave, and timesheet accuracy, while maintaining balanced workloads and coverage.
• Act as the quality lead, reviewing and validating technical work completed by the team to ensure security, accuracy, and professionalism.
• Champion continuous improvement, helping uplift EUC processes, documentation, device standards, and team capability.

Benefits

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.
• Access to our employee discounts platform, discounted gym membership and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed