Infrastructure Support Site Lead

**About Us**
As one of Australia's largest profit-to member superannuation funds, our mission is to help our members achieve their personal best retirement outcomes. Rest supports over 129,000 contributing employers, around 1.9 million members and has more than $67 billion of funds under management.

At Rest we believe small actions can make a big difference, everything we do is underpinned by our values; The Rest Effect.

We want our People to thrive and develop in our growing environment, who encourage open and diverse thinking, collaboration, innovation and high performance whilst having our Members at the forefront of everything we do.

**About the Job**

As Infrastructure Support Site Lead, you will be highly customer-focused, proactive, self-motivated, humble and a team player. You will be working with internal stakeholders, customers, 3rd party vendors and internal business units. You will ensure the efficient and effective management of all on-site IT services and deliver a high level of customer satisfaction.

This role requires someone who can fix issues relating to IT devices and be part of a broader value proposition that teaches/trains the users on how to utilise their devices and desktop systems more efficiently. Developing a strong rapport with customers is essential to being successful in this role.

**Key Responsibilities Include**:

- Provide leadership, direction and coordination of service delivery activities for our office and our Investments team.
- Engage with Facilities/Office Management team to ensure we are informed on all IT related matters.
- Be personable with end-users, developing a friendly bond with customers.
- Collaborate with your colleagues to determine any processes that require improvement or can be handled more efficiently.
- Proactively seek customer feedback on team performance and take an active approach in attempting to continuously improve these results.
- Ensuring documentation and procedures are always up to date, leveraging standard Rest IT Policies, Procedures and Systems.
- Identify problems or requests which don't have an existing process and collaborate with your peers to develop and implement one.
- Taking ownership of day-to-day technology issues and dealing with external vendors.
- Mentor junior team members and take responsibility for their delivery.
- Accountable for daily review of technology in all meeting rooms (morning and evening) to ensure systems are restarted, updated, to function needed.
- Accountable for assisting with new team member onboarding for all IT-related matters, ensuring they are able to 'hit the ground running'.

**About You**:

- Solid Experience in managing AD/DNS/DHCP
- Solid Experience in managing a modern desktop environment
- Solid Experience in managing layer 2 networking (Experience with Meraki highly regarded)
- Solid Experience in Managing Microsoft Teams and SharePoint online
- Experience in using Intune for device management
- Experience in using Windows Defender for Endpoint
- Experiencing in administering the Microsoft M365 and Azure platforms
- Experience in managing Microsoft Windows Server OS (2012-2019)
- Knowledge of common network, hardware and software problems with a proven ability to troubleshoot, repair and resolve associated problems;
- A demonstrated 'can-do', pro-active approach with the ability to understand the business, identify issues and develop relationships to achieve business objectives,
- Proven experience in IT Service Management in an ITIL-aligned environment
- Exceptional customer service skills
- Familiar with ServiceNow or similar ITSM toolset

**Benefits**

Our benefits have been designed so you can tailor your experience with us, we value you and your hard work, offering inclusive wellbeing and reward benefits.- Personal and professional development opportunities
- Hybrid working - Work to suit your lifestyle
- Purchase leave scheme and gender neutral 16 weeks paid parental leave
- Super Contribution Continuation for 12 Months of parental leave
- Meeting free breaks (Rest stops)
- Income Protection Insurance
- Rest Effect Excellence awards (Values Award)

And many more
- If you share our Values, want to help make a difference for our members and be part of a leading fund with a- Rest is committed to creating a flexible hybrid work environment that values diversity, equity and inclusion. _
- As an organisation, we are committed to building and maintaining a diverse and inclusive culture where people feel welcome and inspired to do their best, regardless of any characteristic they may have._
- We actively seek a wide range of diverse employees, as we value individual differences in gender, ethnicity, orientation, age, background, geographical/rural/remote location, disrupted work history due to career or other breaks and abilities, because of the value and cognitive diversity they bring to our workplace and are passionate about having diversity of thought._
- For a confidential di