It Support Team Leader Qld/Wa/Singapore

About John Holland


At John Holland, our purpose is simple, we transform lives with everything we do. John Holland is about people — our customers, our employees, and the communities in which we work.
That's our difference. Deep experience and capability with a genuine care about creating better lives for people along the way.
Be part of a team that thrives on rising to the challenge of transforming lives for good.




About IT at John Holland


We're at the forefront of AI in construction and are undertaking a large digital transformation. Our internal IT team is focussed on providing service delivery excellence, optimised and resilient infrastructure, secure technology, innovative and scalable technology solutions, data driven solutions, and best in class digital experiences.




About the Team


You will join an experienced IT team, focused on working collaboratively to deliver IT services to John Holland. We use the ServiceNow platform to support the business across the entire range of end-user IT and systems. This has been made easier by our recent rollout of Windows 11 across the entire business and our move to an autopilot, Intune-managed environment. Our focus for the coming year will be on further improving the management of our video conferencing environment and automating and streamlining existing processes.




Are you up for the challenge?


We are looking for an experienced IT Support Team Leader to join our IT team at the Fortitude Valley office in Brisbane. This role supports our operations in QLD, WA, and Singapore, with some travel required.
In this position, you will lead a team of IT Support Technicians, oversee the mobilisation and support of technical infrastructure, and provide daily end-user IT support and maintenance. You will also be responsible for the administration of IT systems, ensuring a high level of service to the business in a professional and competent manner.




About the Role



Support John Holland systems, applications & infrastructure under IT Service Delivery Model
Onboard subcontractors and external stakeholders completing works at JHG Offices and Projects in accordance with specific inductions and other Safety, Quality and Environmental Risk requirements
Provide support in a professional competent manner that ensures a high level of service
Monitor, follow up, and advise stakeholders on the progress of outstanding support requests
Work with the IT Team in the management, installation, review and testing of new technology
Maintain sufficient skills and knowledge that will enable effective support of the environment
Assist in managing infrastructure requests including mobilisation and decommission of project offices
Liaise directly with stakeholders from within the business and external vendors
Support and implement IT strategy on the projects and in regional offices
Work closely with team members to ensure that technical knowledge is transferred to enable effective backup support
Maintain and adhere to user, data and business privacy requirements in line with IT, legal and security policies
Complete assigned tasks in a professional, competent, and timely manner
Ensure appropriate support coverage is maintained, and leave is managed to accommodate business requirements
Develop comprehensive documentation of the installed environment and system design.
Maintain the installed environment at a professional and competent level to ensure reliability and stability
Ensure solutions and systems are appropriately backed up
Empower team to develop their own skillset, perform skill gap analysis and upskill team where appropriate
Manage team/direct reports in providing areas of accountabilities
Lead team's performance management and development
Identify issues with current processes and work with IT teams to improve and develop those processes
Streamline and automate routine tasks
An escalation point for the team and staff on project/region
Out of business hours tasks as required





About You:


Significant experience in a customer-focused IT role where you have led a team is essential, along with exposure to support/ticketing systems like Service Now (or similar).
You should have basic networking and troubleshooting skills, proficiency in the MS 365 suite, and experience with video conferencing, including physical hardware, boardroom setup, and MS Teams Video Conferencing. A valid driver's license is also required.
You will enjoy working collaboratively and be able to foster effective strategic relationships with people at all levels, both internally and externally. Your ability to provide a great user experience and deliver IT support aligned with business requirements will see you succeed in this role.




As part of the team, you help us deliver on our promise to transform lives.


Your success is reflected in ours, so we're committed to being an employer of choice. We pride ourselves on having a diverse and inclusive workplace, as different perspectives and ideas will deliver our long-term success.
We want you to be with us for the long-term, so providing you with rich career experiences and ongoing development is our priority.
We are committed to building a diverse workforce and strongly encourage applications from First Nations people, women, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and people who identify as LGBTI+.




What's in it for you when you join John Holland?


We're about connecting your sense of purpose to ours. We understand that your career is one of the biggest ways to have an impact on the world. We also believe in supporting you as a whole person, not just an employee.
We reward and support our people in so many ways. This starts with being flexible about how different people like to work. From industry-leading leave policies to wellbeing and relationship support, your needs sit at the heart of our employee benefits.
We offer:

Competitive remuneration with salary continuance, and salary sacrifice packaging options available.
Great leave benefits including 18 weeks paid parental leave with superannuation and up to an extra 18 weeks of superannuation paid on further periods of unpaid parental leave, multicultural leave exchange and two additional John Holland Days to prioritise health and wellbeing.
Career progression underpinned by our exciting pipeline of work means you'll have the opportunity to work on iconic projects that are shaping cities and communities.
Learning and development opportunities where you'll have access to emerging talent programs, building your career through clear career pathways, and technical and leadership training and development opportunities.
Inclusion and diversity is part of how we work and do what we do at John Holland. Our active commitment to being an employer of choice is evident in the delivery of our Gender Equality Strategic Plan supported by our Pride, Celebrate Women, RAP and Grow networks.
Flexible working that works for you as we know flexibility means different things to different people. Whether it's flexi-hours, flexi-parenting, flexi-leave, flexi-shifts, flexi-work, we're committed to helping our people work flexibly.




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