Desktop Services Operations Lead

2 weeks ago

Sydney, Australia Macquarie Group Limited Full time

Bring your leadership and customer service skills, energy, and creativity to lead our Desktop Engineering Operations Lead role. As part of the Desktop Engineering Team, you will be supporting a combination of project and BAU work, along with continuously improving existing systems and processes currently in place. Our team is looking for a motivated individual to manage our operations processes and vulnerability remediation, and be responsible for the 3rd line support function of the Engineering team in Australia, connecting with our regional team members in the UK and the US.

Work in the Desktop Engineering team who are responsible for the design, deployment and maintenance of solutions using Technology services like Windows 10/11, Configuration Manager, Azure Services (Azure AD, Intune MDM) and hardware devices.

As a Desktop Engineering Operations Lead you will join the wider Devices and Desktop Services team, which supports and enables our global activities by providing a global desktop platform. This area has seen significant growth in the past few years and focuses on group-wide, user-facing technologies that enhance the way the group collaborates and does business.

With your self-starter attitude and broad range of experience in the enterprise IT world, you will be responsible for assisting with the design, implementation, and support a Windows 10/11 desktop migration to modern management using MDM technologies and Configuration Manager Current Branch. You will also provide assistance in enhancing or replacing existing operational processes for Windows Endpoints to provide the best possible end user experience.

**Your day-to-day responsibilities will include**:

- Coordinating a variety of regulatory and compliance requirements in a multi-national environment
- Responding to inquiries, escalations, and establishing partnerships with key teams, service owners and stakeholders
- Responsible for overseeing the 3rd line support queue and follow-the-sun operational support

**Your skills will include**:

- Strong communication (written and verbal) skills, and the ability to ensure a consistently high level of customer satisfaction and engage with key stakeholders
- Experience managing patching and/or vulnerabilities
- Technical aptitude, with strong IT support experience across Microsoft technology stacks and infrastructure
- Project management skills, and the ability to lead workstreams in conjunction with people at all levels of the organisation
- Proven ability to operate in an extremely high-pressure dynamic environment, successfully handle multiple competing priorities
- Strong stakeholder engagement and presentation skills as well as proven analytical and problem-solving abilities
- Creating an inclusive environment of teamwork and respect, continuously looking for opportunities to learn, grow and deliver across our team
- Instilling and practising a risk averse culture across the team
- Experience working with Windows 10/11 from an enterprise perspective
- Ability to remediate endpoint security and compliance issues
- In depth knowledge of Configuration Manager / MECM infrastructure and system maintenance
- Experience working in a DevOps and/or Agile environment
- Scripting skills with Windows PowerShell
- An ability to analyse and optimise business processes
- Advanced troubleshooting skills
- An ability to work in projects with complex requirements
- An understanding of Service Management practices and use of an ITSM tools such as Remedy Helix

**It is desirable for you to have**:

- Relevant qualification across a technology discipline
- Exposure to Intune MDM and Azure Active Directory
- Previous experience across a technology support role in financial services coupled with a scrum master skillset

**About the Corporate Operations Group**

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Corporate Strategy & Solutions, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

**Our commitment to Diversity, Equity and Inclusion**

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging wor

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