Employee Technology Services Lead

**You’re only human.**

It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.

**The Role**:
The Employee Tech Services Lead is a critical leadership role responsible for setting the strategic direction and operational performance of the enterprise’s IT support function. This includes end-to-end accountability for Level 1 and Level 2 support services, delivered through the Service Desk and Desktop Support teams, as well as oversight of engineering capability to support modern workplace technologies.

This role leads a team focused on delivering high-availability, customer-centric IT support, while driving continuous improvement, service maturity, and innovation. You will also manage the relationship with an external vendor providing after-hours support, ensuring seamless service continuity and quality.

**The Responsibilities**:

- Define and execute the customer service strategy for employee tech enablement, ensuring alignment with business needs and a user-centric approach.
- Own and manage the day-to-day operations of the IT Service Desk and Desktop Support teams, ensuring adherence to defined SLAs and OLAs.
- Oversee the effective execution of Incident Management and Request Fulfilment processes to minimise business disruption and maximise user satisfaction.
- Lead escalation management for high-impact or unresolved incidents, acting as the final point of resolution where required.
- Develop and maintain a robust Service Performance Reporting framework aligned with ITIL's Continual Service Improvement (CSI) practices.
- Analyse service trends, performance metrics, and customer feedback to identify service improvement opportunities and drive measurable outcomes.
- Champion automation, self-service, and proactive support initiatives to enhance efficiency and user experience.
- Ensure timely, transparent, and accurate reporting to stakeholders on service levels, trends, and operational risks.
- Provide leadership to the Desktop Engineering function, ensuring the design, deployment, and support of modern workplace technologies.
- Oversee the development and maintenance of standard operating environments (SOEs), endpoint management, and automation initiatives.
- Ensure engineering solutions are scalable, secure, and aligned with enterprise architecture and security standards.
- Build and lead a high-performing, customer-focused team through effective recruitment, mentoring, coaching, and performance management.
- Design and deliver training plans to uplift internal capability and drive operational maturity across support teams.
- Act as a key liaison between IT support, cross-functional teams, and business stakeholders to ensure alignment and satisfaction.
- Manage the relationship with the external vendor providing after-hours support, ensuring service continuity, quality, and contract compliance.
- Drive continual service improvement through proactive identification of inefficiencies, bottlenecks, or gaps within the support function.
- Champion automation and self-service capabilities to reduce support overhead and improve the end-user experience.

**About You**:

- Minimum 8-10 years of progressive experience in IT Operations, with 5+ years in a leadership or senior management capacity.
- Proven experience managing IT Service Desk and Desktop Support operations in a medium to large-scale organisation.
- Strong knowledge of enterprise IT environments, including Microsoft technologies, Intune/Endpoint Manager, O365, Active Directory, and remote desktop tools.
- Experience leading large support teams, with demonstrated capability in performance management, coaching, and team development.
- Skilled in building and interpreting service reports and KPIs, with a data-driven approach to decision making.
- Experience with ITSM tools such as ServiceNow.
- Strong analytical, problem-solving, and decision-making skills.
- Please note, this job advertisement will close on Monday 20th of October._

**Imagine working with us**

We understand that work means different things to everyone... We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that’s why we’re reinventing work.

Imagine a workplace where work didn't feel like work. A workplace where you could shape when and where you work to have more impact. Where flexible working isn’t a buzzword, it’s a reality.

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could.

**Inclusion and Accessibility