Be part of a growing and exciting team, working across our Fortitude Valley and Lytton sites, providing on-site IT Customer Support and advice to power Ampol's ways of working Full time, permanent position with competitive salary and benefits THE ROLE: We have a current opportunity for an IT Support Team Lead to provide leadership to our Desktop support team in Brisbane (Lytton Refinery and Fortitude Valley office).This is a permanent position working between our Lytton Refinery and Fortitude Valley Office, with travel (where required) to support other Ampol locations.Key duties:? People leadership of a team of 3-4 IT Support personnel, including day-to-day management of workload and overall performance.Provide the team with technical direction and guidance as required.Ensure delivery of reliable IT Infrastructure and effective utilisation of site technology.Contribute as an active member within the Support team - delivering BAU tasks and activities.Provide on-site hands and feet support to server teams and networking teams in the event of an incident requiring physical intervention.Ensure the team's adherence to established IT standards, best practices, and policies.Responsible for performance management of the team, including goal setting, performance reviews and identifying training opportunities.Foster a positive and collaborative team culture.Oversee and ensure that third-party vendors comply with all Ampol policies, standards, and governance frameworks.Produce regular reporting metrics to provide customer insights.Prompt communication of any incident trends, new services/ business to key stakeholders.Assist Project teams with roll out of new or changed end user services, understanding pipelines of work to ensure desktop support is available or backfilled.Actively participate in the evolution of end user service design, including but not limited to providing input on design decisions and testing of new hardware/end user services.Ensure efficient resolution of support tickets within agreed SLAs.Act as an escalation point for complex issues or customer concerns.Build strong customer relationships with key users across the Ampol business to ensure Ampol IT has a finger on the customer's pulse.ABOUT YOU:?? Minimum 5 years experience in End User Computing Support roles Experience as a Team Leader or Manager Proven experience providing IT support in a large and complex environment, facilitating the resolution of escalated issues Demonstrated knowledge of and recent practical experience in IT field support and escalation management Extensive knowledge of and experience in IT infrastructure services Working knowledge of IT Service Management Processes, focusing on Incident management and Service request fulfilment Excellent communication and proven experience in building relationships Customer service focus and attitude Superior time management and organisational skills with the ability to manage multiple complex tasks concurrently while delivering quality output The ability to build a cohesive team and to manage people effectively.This includes the ability to coach and develop the team.WE'LL TAKE YOU FURTHER BY: Our total remuneration is competitive.This is across base salary, a performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars!We value recognition.We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values.Career development and learning opportunities including LinkedIn Learning and other tailored training solutions.Paid Parental Leave - up to 12 weeks paid Parental leave, and up to a year off (unpaid).In addition to the 12 months of unpaid parental leave, employees may apply for a further 12 months of unpaid parental leave (a total of 24 months for each birth) BabyCare Package - financial and flexible support for parents transitioning back to work.Need some wheels?Novated Lease options are available.Invest in your future with the Employee Share Scheme Leave Options – We offer wellbeing leave and leave purchasing.Care for your Community.Spend one paid day a year volunteering with one of our Ampol Foundation partners.We're an equal opportunity workplace.We not only embrace diversity and inclusion; we celebrate what makes you unique.We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders (including if you identify as transgender).We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol.If we've got your interest, we encourage you to submit an application because we would love to tell you more.Click 'Apply Online' below to register your interest.
