Service Desk Team Lead

**About us**:
Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems - supporting multiple businesses across a variety of markets to be ready for anything. We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers. So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star - the communities we serve, and society at large.

**You will get to**:

- Lead and mentor a team of Junior and Senior Desktop Support Engineers, promoting skills development and knowledge sharing.
- Manage the service desk ticketing system, ensuring adherence to SLAs and prompt issue resolution.
- Oversee user identity management, including onboarding and offboarding processes, and ensure security compliance.
- Maintain and support IT infrastructure, including Windows and MacOS devices, office networks, Wi-Fi, firewalls, AV equipment and other peripherals.
- Collaborate with third-party vendors to manage software licensing and resolve escalated issues.
- Develop and maintain IT documentation, including SOPs and knowledge base articles.
- Analyse ticket trends, identify recurring issues, and implement preventative measures for scalable IT
- growth.
- Ensure security configurations across systems meet organisational and regulatory standards.

**More about you**:

- Strong leadership and mentoring skills, with the ability to manage and motivate a technical team.
- Excellent problem-solving and analytical skills to address complex technical issues.
- Strong customer service orientation, with effective communication skills for both technical and non-technical audiences.
- Proficiency in configuring and maintaining Microsoft 365, Intune, and Azure AD (Entra ID), Windows and MacOS devices at scale, firewalls and network infrastructure and Scripting languages (e.g., PowerShell)
- Extensive understanding of enterprise IT systems, networks, and endpoint management.
- Deep knowledge of ITIL principles and best practices for incident and service management.
- Strong grasp of security requirements and zero-trust architectures in a modern enterprise.
- Familiarity with VOIP and telephony concepts.
- 5+ years of experience in IT support, with at least 2 years in a leadership or team management role.
- Proven track record in managing service desk operations and delivering high quality technical support.
- Hands-on experience with enterprise IT systems, including:

- Azure AD (Entra ID), Microsoft Endpoint Manager, and Intune
- Firewalls and related technologies
- IT process automation and optimization
- Experience analysing ticket trends, managing escalations, and implementing scalable IT solutions.

**Why you should become a ReadyTecher**:

- A day off for your birthday
- hip hip hooray
- Additional 4 days of leave each year
- ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
- Hybrid work, with in-house baristas in Australia via the Ready Beans team
- Access to Sonder
- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
- Paid parental leave
- Additional paid leave for miscarriage, endometriosis and menopause
- Volunteer leave
- Flu vaccinations
- And plenty of ReadyTech merch drops along the way

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

Full-time

**Job no**:AOAL50406

**Location**:Sydney, Launceston

**Closing Date**:Friday, 24 January 2025