Service Desk Tier 2 Team Lead

Essential Energy

Location: Port Macquarie

Job Type: Full time


We are unique

We are a regional business that thinks on a global level. We work with determined, passionate and curious people to empower communities to share and use energy for a better tomorrow. With a network that powers 95% of NSW and parts of Southern Queensland, we ensure homes, hospitals, schools, businesses, and services stay connected.

We are currently recruiting for a Service Desk Tier 2 Team Lead to join our Essential Technology Division based in Port Macquarie for a Fixed Term opportunity until the end of December 2023.

About the role

Reporting to the Human Support Manager, you will we responsible for the management of the day-to-day activities of the team to ensure consistent high levels of business support services are maintained.

You will manage, review, develop, and implement processes and procedures that ensure the ongoing effectiveness of the Tier 2 Team which consists of Service Desk Level 2 Officers and Level 2/VIP support Officers.

Key responsible:

  • Ensure the effective delivery of IT support services and customer facing business functions both onsite and offsite
  • Point of contact for the Office of the Chief Executive Officer and always deliver exceptional customer service outcomes
  • Lead and manage the Tier 2 Service Desk team in delivering exceptional customer service to Essential Energy employees with particular focus for Executives, Executive Assistants and identified critical roles
  • Manage rostering, training and support to the team
  • Manage internal communication with customers and stakeholders including VIPs and eTech Leadership

About You

To succeed you will be an engaging leader focussed on team development and growth.

You will have proven experience in the development and implementation of processes and procedures to support business objectives and customer expectation and will have strong technical support skills in a wide range of ICT disciplines including iDevices, applications, technologies systems.

Required Qualifications

  • Advanced Diploma of Information Technology or demonstrated capability through past employment experience and/or relevant qualifications


  • Drivers Licence
  • ITIL Certification


As an Essential Energy team member, you’ll enjoy such benefits as;

  • 15.5% Superannuation
  • Flexible working arrangements subject to business needs
  • Competitive remuneration
  • Access the NIB corporate health plan
  • Access to join the Fitness Passport Program
  • Paid parental leave for eligible team members
  • Further education and career development support

For further information contact Lynne Hughes – Human Support Manager on 0438 697 039.

Applications close midnight, Sunday 2nd April 2023.

Passionate people. Global thinking. Regional heart.

Building a better energy future.

Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.

As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.

You’ve got this!