As a leader in the civil construction sector for over 29 years, Jaybro Group is a full-service supplier to infrastructure, construction and maintenance contractors with offices, warehouses and manufacturing facilitates across Australia and New Zealand. Jaybro strives to provide its customers with industry leading service, fast delivery, expert advice and quality products.

With a combination of industry leading products and services, and a motivated and skilled team, Jaybro Group sets the standard in the infrastructure industry. Our commitment to employee development has resulted in a positive and inclusive workplace culture, leading to recognition as a Great Place to Work five years running and ranking #5 in Australia’s Best Workplace List 2024 (in the medium category).

We move fast, think big, and keep it simple—and now we’re looking for someone who’s ready to do the same!

About the Role:

Reporting to our IT Manager, the IT Service Delivery Team Lead is responsible for leading the day-to-day delivery of the IT Service Desk while acting as the primary escalation point for the Service Desk Team. This role combines people leadership with operational oversight, focusing on service quality, customer experience, and continual improvement of IT service management practices across the business.

You will play a key part in coordinating support activities, managing incidents and priorities, mentoring technical staff, and driving consistent service delivery outcomes in line with ITIL aligned processes.

The role is fulltime Monday - Friday based in Arndell Park, NSW.

Key Responsibilities:

• Lead day to day IT support operations

• Oversee day to day handling of IT support tickets and service requests

• Coordinate IT onboarding and offboarding activities for employees

• Manage the build, preparation, and coordination of end user computing devices

• Act as the primary escalation point for complex or high impact issues, supporting investigation, coordination, and resolution while keeping stakeholders informed.

• Maintain visibility of service health, risks, and emerging issues, proactively addressing them before they impact the business

• Oversee software and licence management, including application oversight, licence tracking, usage visibility, compliance, and optimisation across the business.

• Coach and develop the IT Service Desk team

• Drive the creation, maintenance, and continuous improvement of support knowledge and documentation

Requirements:

• Certificate IV, Diploma, or higher in Information Technology or a related discipline, or equivalent experience in IT support or service delivery environments with demonstrated leadership or senior responsibility in a customer facing support role.

• 3–5 years of experience in IT operations or IT service delivery roles with demonstrated leadership or senior responsibility.

• Working knowledge of ITIL practices and ITSM frameworks.

• Experience with ITSM tools (e.g., Service Desk Plus, Zendesk, ServiceNow, Jira Service Management).

• Strong documentation, coordination, and communication skills.

• Desired Certifications:

  • ITIL Foundation (v3 or v4)

  • Microsoft Certified: Modern Desktop Administrator Associate

  • Microsoft or cloud related certifications relevant to end user or service operations

As part of Jaybro Group's recruitment process you may be required to complete an online assessment, pre-employment medical & a national criminal history check.

Benefits:

• Certified as a Great Place to Work®!

• Great company culture & high employee engagement

• Feel like a Business Owner – Make Your Mark!

• Dynamic & Supportive Management & Team.

• Employee Recognition Platform - ELEVATE

• WHEREFIT discounts.

• Employee Assistance Program - UPRISE

• Career advancement, training & development programs.

If you'd like to join a winning team and a company with a fantastic culture, please apply now.

Jaybro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.