IT Operations Lead

Overview

The role: Are you passionate about technology and thrive in a dynamic workplace? Nous is seeking an IT Operations Lead to join our fantastic IT team in a permanent, full-time capacity. This role is on-site, providing hands-on support to our employees from our state-of-the-art Melbourne Quarter office on Collins Street, a space purpose-built to foster innovation, collaboration, and exceptional service.

As an IT Operations Lead, you will play a key role in the effective delivery and improvement of IT operations across the organisation. You will be the "go to" point of escalation person for the IT operations team. Reporting into our Head of IT Infrastructure and Operations, this crucial role ensures efficient resolution of complex technical issues and supports the Head of Infrastructure and Operations in maintaining high service standards.

This role also serves as an exciting development opportunity for team members seeking a future career in IT operations leadership or service delivery management, providing exposure to coordination, stakeholder engagement, and continuous improvement practices.

Responsibilities

• Act as the first point of escalation for complex support issues, resolving them directly or coordinating with senior engineers when needed
• Oversee day-to-day service desk operations, including regular check-ins with support staff to review unassigned, overdue, and unresolved tickets, ensure SLA compliance, and support consistent ticket hygiene across regions
• Regularly review the configuration of the service desk platform (e.g., workflows, service status pages, maintenance windows) and suggest or implement improvements that align with ITIL best practices and evolving team needs
• Collaborate with IT leadership and infrastructure teams on operational initiatives and service improvements
• Proactively identify opportunities for process automation, self-service enhancements, and knowledge base improvements to increase operational efficiency and user satisfaction
• Provide guidance and informal mentorship to IT support staff to ensure consistent service delivery
• Coordinate operational activities with IT Services, including asset management, software licensing, procurement, and vendor engagement
• Identify and escalate recurring technical issues to the appropriate teams for problem management
• Ensure adherence to security and compliance procedures in support activities

A bit about you

• 3+ years in IT support or service desk roles, with demonstrated experience in incident management and technical troubleshooting
• Strong working knowledge of desktop support environments, end-user computing, and service desk platforms
• Exposure to ITSM frameworks such as ITIL (certification preferred but not required)
• Experience coordinating support teams or acting as an escalation point
• Excellent organisational skills, with the ability to manage priorities in a fast-paced environment
• Strong interpersonal and communication skills, with a customer-focused mindset
• Familiarity with endpoint management tools (e.g., Intune), Office 365 administration, and Active Directory

What We Offer

• Variety: No two days are the same You\'ll work on diverse projects and support tasks.
• Growth Opportunities: Enhance your skills and advance your career with ongoing training and development.
• Collaborative Environment: Work with a supportive and talented team.
• Flexibility: Enjoy a balanced work-life with flexible working hours.
• Impact: Make a real difference by contributing to the success of our business.

What makes Nous a Great Place to Work?

Our aim is to deliver a flexible experience that delivers positive influence and growth for you, our colleagues, and our clients. Below are some of the ways employees at Nous are encouraged to enjoy that experience:

• Giving all employees greater flexibility around public holidays. Understanding that people of different cultures, religions, and political beliefs may wish to choose to take alternate days of leave from scheduled holidays
• A collaborative bonus that reflects company performance, and is available to all
• Celebrating commitment to Nous by enabling access to long service leave after five years of employment
• Supporting working parents by providing 18 weeks of paid primary carer parental leave and 10 weeks of paid secondary carer parental leave (access to parental leave is gender neutral)

Important details

• Nous is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people. Nous is a flexible workplace that offers consulting opportunities on a full-time and part-time basis.
• If you have experience working on complex problems, are high performing and productive working in a fast-paced environment, and want to be part of a dynamic team that puts people at the centre of everything, then we'd love to hear from you
• To apply for a role at Nous in Australia you must have Australian Permanent Residency or right to work in Australia.
• Please note if you are successful in the recruitment process, you will be required to undertake background screening prior to your commencement at Nous.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Business Consulting and Services

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