Service Desk Technical Lead

**Service Desk Technical Lead**

**About the role**

The Service Desk Team at Youi is on the lookout for an IT support technical lead who lives and breathes our Youi values and is passionate about excellence in IT service delivery. This role is all about ensuring exceptional first-line IT support for hardware, software, and user account management, ensuring our internal teams have the tools and systems they need to operate at their best.

In this fast-paced, high-demand environment, you'll play a pivotal role in maintaining operational efficiency and driving continuous improvement by leveraging your technical expertise and acumen, while mentoring and coaching team members to help them grow in their roles and develop their skills.

As part of a dynamic and collaborative team, you will be expected to lead by example, fostering a culture of high standards, accountability, and continuous learning. If you're someone who thrives in a challenging environment, is driven to make a meaningful impact, and enjoys coaching others, we'd love to hear from you.

Join Youi and contribute to shaping the future of IT support across the business, while being part of a values-driven, high-performance team.

**Ways of working**

This role is based entirely on site at our Sunshine Coast headquarters, with occasional travel to our Chermside and Fortitude Valley offices in a company car.

**Key priorities**
- Provide technical leadership by guiding Service Desk operations to align with company goals, focusing on endpoint hardware, software, security, and user account management.
- Lead by example by setting a high standard of IT support and service across the organisation.
- Support team skills growth by onboarding and mentoring new team members effectively.
- Ensure service excellence by overseeing daily operations to consistently meet high standards in service delivery.
- Safeguard system health by ensuring timely completion of key maintenance tasks, including hardware and software installations and vulnerability management.

**About you**
- Experience in a Service Desk or similar IT specialist role (2+ years is a general indicator).
- Experience in a technical or people management role is advantageous.
- Proven ability to lead a team, with a focus on consistently monitoring quality and output, is highly valued.
- Experience in evaluating and recommending new software or platforms and supporting their adoption and implementation.
- Skilled in building and maintaining relationships with key stakeholders.
- Demonstrated ability to make informed, independent decisions that align with IT policies, budget limitations, and risk management principles.
- Completion of Year 12 or an equivalent qualification.

Preferred, but not required:

- A degree in Information Technology or a related field is highly desirable (equivalent IT certifications will also be considered).
- Leadership or management qualifications are beneficial.
- ITIL4 certification is preferred.

**How to apply**

Our Internal Talent Acquisition team exclusively manages all hiring processes, and we do not accept unsolicited resumes directed to hiring managers.

**About Youi**

At Youi, we believe in challenging the status quo. We're not your typical insurance company - and that extends to how we sell insurance and hire our team. With over 2,300 employees, we have ambitious goals to keep growing and continue delivering awesome insurance solutions across new products and distribution channels.

We pride ourselves on our diversity and individuality, both among our employees and the customers we serve. We believe that it is the unique combination of skills, perspectives, and experiences of our people that truly sets us apart.

Our company values - being _dynamic_, _human_-focused, _awesome_ _service_, _honest_, and _passionate_ - guide everything we do. We recognise and value the contributions of each team member to our culture and success.

At Youi, we're unafraid to be different, and we're looking for people who share our values and want to be part of a team that is making a difference in the insurance industry.