Infrastructure Permanent
- Sydney: +61 2 8346 6700
- Dublin: +353 1 697 2548
We’re recruiting an End User Support Lead to take ownership of service delivery outcomes across a blended Level 1 / Level 2 support function and lift capability through strong leadership, process discipline and hands-on technical credibility.
This is a highly visible role focused on rebuilding business engagement, improving customer experience, and driving modern support practices (self-service and AI-assisted support) so Level 3 teams can focus on value-add work.
You’ll lead a team of 10 (5 onshore / 5 offshore) supporting a large, fast-paced environment. Offshore coverage runs 6:30am–6:30pm, so as the people leader you’ll be accountable for ensuring effective leadership coverage across this span — either through your own availability and/or a clearly defined coverage plan. On-call participation will be required on a roster.
Your success will come from building trust with the business, tightening service fundamentals, and uplifting L1/L2 capability through coaching, cross-skilling and strong partnering with Level 3.
Lead and uplift a blended L1/L2 support function (onshore/offshore), driving performance, consistency and customer outcomes
Act as the primary engagement point between business stakeholders and technology teams, improving visibility, responsiveness and collaboration
Partner closely with Level 3 teams to improve escalation quality, reduce rework, and strengthen L1/L2 capability through coaching and skills transfer
Drive self-service improvements and AI-assisted support initiatives to reduce repetitive work and improve time-to-resolution
Embed practical ITIL disciplines across incident, request, problem and change; ensure processes are applied pragmatically and consistently
Support major incident management and operational readiness, including clear communications and post-incident follow-up
Maintain a strong focus on security awareness at the service desk, including vigilance to social engineering and ensuring device/security hygiene is upheld
Use service reporting to identify trends, eliminate repeat issues, and improve stability through risk-based change practices
Proven experience leading an End User / Service Desk / EUC support function with a focus on uplift and service delivery
Strong technical foundation (enough credibility to work closely with Level 3 and guide L1/L2 through practical troubleshooting and better escalation)
Demonstrated capability building: cross-skilling, coaching, skills transfer, and improving team maturity
Strong stakeholder management skills with a track record of rebuilding or strengthening business engagement
Practical working knowledge of ITIL — ITIL certification is important, and you must be able to demonstrate real-world application (not just theory)
Comfort operating in a structured environment with a focus on stability, risk awareness and continual improvement
Ability to support the team operating span (6:30am–6:30pm coverage) through availability and/or an effective leadership coverage plan
Willingness to participate in an on-call roster
Two-stage interview process
First interview: 1 hour with the hiring manager
Apply now or reach out for a confidential discussion. If you’re a hands-on people leader who can lift capability, strengthen service fundamentals, and re-establish strong engagement across the business and technology teams, we’d like to hear from you.
Infrastructure Permanent
