IT Field Services Team Lead

About the role

The IT Field Services Team Lead is responsible for delivering high-quality, hands-on Level 1-2 onsite IT support while providing day-to-day leadership and coordination for a team of IT Field Services Engineers. The role ensures consistent, professional, and reliable IT support across InfraBuild sites, minimising downtime, protecting business continuity, and sustaining productivity in operational environments 

In addition to direct technical delivery, the Team Lead acts as the operational anchor for Field Services. This includes allocating work, managing priorities, supporting escalations, coaching team members, and ensuring adherence to ITIL-aligned processes and security requirements.

The IT Field Services Team Lead plays a critical role in service improvement. By analysing trends, identifying systemic issues, and feeding insights back into Service Delivery and End User Computing, the role contributes to improving service quality, reducing repeat incidents, and strengthening the organisation’s overall IT capability.

This role will be primarily based at our Rooty Hill, NSW, location, but you will be required to travel to other sites within a reasonable distance when required.

Responsibilities include:

• Provide Level 1-2 onsite IT support to users across InfraBuild sites, ensuring services are delivered in line with agreed SLAs.
• Act as the primary onsite contact, delivering support in a professional and courteous manner, ensuring users clearly understand the assistance provided.
• Build and maintain strong working relationships with site leaders, supervisors, and end users, ensuring local business needs are understood and represented.
• Lead, coordinate, and support a team of IT Field Services Engineers, ensuring effective coverage, workload balance, and prioritisation.
• Allocate and manage day-to-day work, including incidents, service requests, projects, and site visits.
• Provide mentoring, coaching, and informal performance feedback to team members.
• Ensure incidents and requests are logged, updated, and resolved in the ITSM tool in line with agreed processes.
• Act as the first point of leadership escalation for Field Services-related issues.
  
  

Our ideal candidate will be experienced in addressing complex issues, have strong analytical and problem solving skills and be an outstanding communicator. You will work effectively to consistently deliver quality customer service through exceptional relationship management with stakeholders at all levels of the organisation.

Skills and qualifications required:

• Bachelor’s degree in IT, Computer Science, or equivalent experience.
• Strong experience in IT service support, with direct field services experience preferred.
• ITIL Foundation certification (or practical ITIL environment experience) will be highly regarded.
• Current driver’s licence.
• Demonstrated experience supporting:

• • • Microsoft Windows SOE and O365
    • Active Directory and mobility platforms
    • Networking (voice and data)
    • End-user devices (PCs, laptops, smartphones, tablets, printers, peripherals)
    • CCTV cameras and NVR systems (first-level diagnostics, resets, and vendor engagement)

Key Benefits

Below are some of our key central benefits that are available to InfraBuild employees. Other benefits may be available depending on your role or site.

• Generous parental leave: 20 weeks paid Primary Carer Leave and 3 weeks paid Partner Leave for those who have worked at the business for at least 12 months. The company also provides superannuation contributions for the Primary Carer during the period of unpaid parental leave for eligible employees (limitations apply).
• Access to long service leave after 5 years: Employees who are not covered by an Enterprise Agreement can access accrued Long Service Leave (LSL) at the rate of 1.3 weeks per year of service after 5 years continuous service.
• Employee Benefits Program: Employee Added Extras (EAE), our Employee Benefits Program, provides discounts for you and your friends and family on gift cards, shopping, groceries, home products, car rentals, holidays, recreation and more

About Us

InfraBuild is Australia’s leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. We provide solutions for commercial and residential construction, large scale and nation-building infrastructure as well as our primary producers and rural sectors.  With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel.

Why work here?

We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry.

• Work with a greater purpose: Join us in the pursuit of a sustainable future as we progress our ambition to become carbon-neutral. You will contribute to a legacy that not only helps to build our nation but sustains our environment for future generations. Embrace a culture where differences are celebrated, innovation is embraced and valuing everyone's unique perspectives contributes to our transformation.
  
  
• Work well - live better: We understand the importance of working in an environment which supports you to balance your personal and professional life. Experience a culture which values you as a whole person - where family extends to the workplace and your well-being matters. You’ll thrive not only in your career with us, but beyond.
  
  
• Build your own future: Step into a culture where every day is an opportunity to grow, and where driving your own development is not just encouraged; it's expected. You’ll be empowered to take the wheel of your learning journey and uncover your potential. The possibilities are limitless.

We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands.

It is our ambition at InfraBuild to cultivate an inclusive workplace that is as diverse as the communities we serve. We encourage candidates from all cultural backgrounds, genders, orientations, age groups, and abilities to apply. Your diversity is our strength in creating sustainable and innovative steel solutions for Australia's tomorrow.

We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.