Help Desk Lead

We are seeking an experienced Help Desk Lead to join our Digital Operations team, based at Tomago, NSW.

In this hands‑on leadership role, you’ll lead and coordinate the Digital Help Desk team while still remaining close to the work. Providing frontline support, managing escalations, and driving continuous improvement across service delivery.

You’ll act as the key escalation point for incidents, lead process and documentation improvements, and play an important role in shaping how digital support services evolve as Ampcontrol continues its transformation journey.

Key Responsibilities

• Lead, coach and coordinate the Digital Help Desk team
• Deliver high‑quality Level 1 support in line with Digital SLAs
• Manage Level 2 escalations in collaboration with Infrastructure and Applications teams
• Act as the escalation point for incidents and coordinate response and communications during business continuity events
• Drive process improvement, documentation, and service management best practice
• Manage support task intake and allocation through the service management platform, including automation, reporting and workflow optimisation
• Provide hands‑on technical support and guidance to both the team and the wider business
• Support Digital & Transformation initiatives by embedding new support processes and ways of working
• Promote strong information security awareness and customer‑centric service delivery

About You

You’re a technically capable people leader who enjoys being hands‑on, improving systems, and supporting others to succeed. You bring:

• Proven experience leading IT support or service desk
• Strong technical capability with the ability to independently manage incidents and escalations
• Experience delivering IT support in complex, business‑critical environments
• A continuous improvement mindset, with a focus on process, documentation and service quality
• Excellent communication and stakeholder engagement skills
• A collaborative, proactive and adaptable working style

Ideally, you’ll also have:

• A degree in Information Technology or equivalent practical experience
• Experience with Windows environments, Microsoft 365/Entra, Atlassian Cloud, end‑user devices and general network troubleshooting
• Exposure to IT service management practices and ITIL‑aligned environments

Employee Benefits

We believe great work deserves great rewards. When you join Ampcontrol, you’ll have access to a range of benefits designed to support your wellbeing, lifestyle and career growth, including:

• Flexible work arrangements to suit your lifestyle
• Paid parental leave to support your family
• Salary packaging options to help you make the most of your income
• Purchased leave for greater work-life balance
• Discounted private health care
• Wellbeing programs and employee discounts
• Education assistance and career development support

Ready to challenge the future?

Then apply now. If this role excites you and aligns with where you want to take your career, we’d love to hear from you.

Find out more about working at Ampcontrol by visiting www.ampcontrolgroup.com

Ampcontrol values Equity, Diversity and Inclusion and is committed to Reconciliation through our Reflect Reconciliation Action Plan. Join us in making a meaningful impact and shaping the future of energy.