WHY TEAM SIMONDS?

The Simonds story all started in 1949 with a passionate family man, Gary Simonds. He envisioned a builder that Australians could rely on to guide them through the process of crafting their perfect home. This vision remains at the heart of Simonds today with our commitment to making the Great Australian Dream a reality by placing home ownership within Australia’s reach.  

Becoming part of Team Simonds means becoming part of the family. Our people are the heart of what we do. Our homes are built for the community, by the community, with a local network of employees, trades and suppliers all working towards this vision. It is this passion, dedication, and excellence that you will find on every Simonds job site, office, and display centre across the country. Today, we stand proudly as an ASX listed & leading national builder servicing customers across Victoria, Queensland, South Australia, and New South Wales.

Simonds has helped shape Australia. Few can say that. Whether we’re looking back at the homes of yesteryear, what we’re building now, or everything that’s still to come. We’ve not only shaped what Australia looks like, but more importantly, how Australia homes.

THE OPPORTUNITY

We are looking for a hands-on IT Service Desk Team Leader to join our dynamic IT team. This pivotal role is responsible for overseeing the day-to-day operations of the service desk, ensuring the delivery of high-quality support and exceptional customer service. Reporting directly to the IT Operations Manager, the successful candidate will play a key role in driving service excellence and operational efficiency.

• Develop and maintain comprehensive Service Catalogues and establish Service Level Agreements (SLAs) with business units for all core IT services.
• Ensure the consistent delivery of services in alignment with SLAs, driving high levels of customer satisfaction.
• Oversee the management of all incidents and service requests, ensuring timely resolution in accordance with defined SLAs.
• Continuously improve service desk processes and the ticketing system, enhancing efficiency and user experience.
• Analyse incident and request trends to identify recurring issues and implement proactive solutions to reduce future occurrences.
• Serve as the primary liaison between end users and the broader IT team for problem resolution and high-priority incident management.
• Lead the service desk team to ensure all tickets are accurately updated, and that solutions are well-documented and reusable.
• Provide regular performance reports to the IT Operations Manager and complete detailed incident reports for all Priority 1 (P1) incidents.
• Promote a culture of excellent customer service and efficient technical resolution within the service desk team.
• Support users by providing guidance on the effective use of IT systems and technologies.
• Take ownership of escalated issues, ensuring they are resolved promptly and communicated effectively.

WHAT YOU WILL OFFER

We’re seeking a proactive and technically skilled individual who brings both leadership and hands-on experience to the role. Ideally, you will have:

• A tertiary qualification in Information Technology or a related discipline.
• A minimum of 3 years’ experience in a fast-paced IT Service Desk or support environment.
• Strong communication skills, both written and verbal, with the ability to clearly document processes and solutions.
• Proven problem-solving and troubleshooting abilities, with a keen attention to detail.
• A demonstrated commitment to exceptional customer service and user experience.
• Effective time management and prioritisation skills, with the ability to manage multiple tasks simultaneously.
• Strong stakeholder engagement and relationship-building skills across technical and non-technical teams.
• Proficiency in supporting and troubleshooting Windows-based laptops and desktops, with additional experience in Apple macOS devices, tablets, and printers.
• Experience performing Active Directory administration including user account creation and deletion etc
• Hands-on experience with Microsoft 365 administration, including user and license management, Exchange Online, Teams, and SharePoint support.
• Experience providing application support for commonly used business software and productivity tools.
• Cybersecurity awareness and experience including familiarity with common threats (e.g., phishing, malware), safe computing practices, and supporting endpoint protection tools.
• Basic networking knowledge and the ability to diagnose and resolve connectivity issues.

WHY JOIN US?

Aside from a fantastic opportunity to join one of Australia's leading ASX listed residential builders, Simonds can offer you:

• Great benefits across a wide range of products and services including a generous discount on our award-winning homes as well as all the great things that go in them. 
• Access to our free employee well-being program, including counselling, nutritional, financial, and legal support for both you and your immediate family. 
• Access to Simonds Reward Days - receive an extra day of leave per year. 
• Opportunities for professional and personal growth through our Learning and Development programs on our inhouse Simonds Learning platform.  
• Generous rewards and recognition.

A commensurate remuneration package will be negotiated with the right candidate.

If this sounds like your next opportunity, we'd love to hear from you as soon as possible!

Please note: You must have unlimited Australian work rights to be considered for this role.

Recruitment agencies, thanks for thinking of us but we've got this one covered.