IT Service Desk & Support Supervisor

Supervise our IT support function and enhance the digital experience for our internal customers

Access hybrid/flexible work arrangements, including WFH and RDO scheme

Salary from $90,863.88 to $97,954.13 p.a. plus 12% Superannuation (Grade H)

Make a Difference Where You Work

Willoughby City Council is seeking a skilled and customer-focused IT Service Desk & Support Supervisor to join our collaborative Digital Infrastructure & Security team. This is your opportunity to lead a small but dedicated support team while ensuring a seamless IT experience for staff across the organisation.

Why Join Us?

Meaningful Impact: Deliver critical second-level IT support and help shape how technology supports Council’s daily operations.

Team Leadership: Lead and mentor a team of two support officers, enhancing service and satisfaction for internal customers across the organisation.

Collaborative Environment: Work within a supportive IT team where knowledge-sharing and practical problem-solving are valued.

Career Development: Strengthen your leadership skills and grow your IT expertise in a stable and community-focused organisation.

About the Role

As the IT Service Desk & Support Supervisor, you will:

Provide second-level technical support to end-users via Teams, phone, email, and in-person.

Diagnose and resolve complex issues across hardware, software, networking, and security.

Manage and escalate helpdesk requests, ensuring timely, documented, and effective resolutions.

Set up, configure, and maintain computer systems, peripherals, and software applications, including managing user accounts, password resets, and access permissions.

Lead and mentor support officers, coordinating workflows and delivering training as needed.

Collaborate with IT team members to enhance service delivery and improve end-user satisfaction.

Monitor IT equipment and user accounts to maintain operational stability and security compliance.

Support service improvement by contributing to IT reporting and data analysis.

Promote cybersecurity and compliance best practices across the organisation.

What You’ll Bring

Tertiary qualifications in Computer Science, IT, or a related discipline, or equivalent experience.

Proven experience leading or supervising IT support teams in fast-paced environments.

Strong technical knowledge across end-user devices, Microsoft-based SOE, and cyber security frameworks and best practices.

Excellent communication and customer service skills with the ability to simplify technical concepts for non-technical users.

Analytical problem-solving ability and strong organisational skills with attention to detail.

A strong commitment to continuous improvement and delivering a high-quality support service.

Desirable

Industry certifications such as Microsoft 365, Modern Desktop Administrator, or ITIL.

Experience with Microsoft 365, Azure, VMware, PowerShell, and scripting tools.

How to apply

Visit https://www.willoughby.nsw.gov.au/Council/Working-with-us/Careers to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information, contact: Jason Racchi – Digital Infrastructure and Security Team Leader – 02 9777 7533.

Applications should address all the key responsibilities outlined in the Position Description.

Successful candidates may be required to undertake pre-employment screening including police and qualification checks.

Applications close: Sunday, 13 July 2025 at 11:30pm

Please note recruitment activity may commence before the closing date

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.