We are seeking a proactive and experienced Infrastructure & Development Lead to oversee the day-to-day operations of our IT infrastructure and service desk functions. This is a hands-on leadership role responsible for ensuring the stability, security, and performance of our IT systems while delivering exceptional support to end-users. This is a fantastic opportunity for an individual who is passionate about IT, leadership, and ensuring seamless service delivery in a fast-paced, tech-driven environment.
The Infrastructure & Development Lead plays a crucial role in overseeing the operations of the Service Desk, providing leadership to a team of support professionals, and ensuring the smooth running of the organization's technology infrastructure. Your team are the first point of contact for technical issues, driving the resolution of critical incidents, and managing escalations, while also working on continuous improvement initiatives to enhance service delivery and operations.
Key Responsibilities
- Lead and mentor a team of service desk analysts and infrastructure specialists.
- Manage and maintain core IT infrastructure, the majority of which is delivered through SaaS.
- Oversee incident, problem, and change management processes.
- Ensure timely resolution of service desk tickets and maintain high levels of customer satisfaction.
- Monitor system performance and proactively address potential issues.
- Collaborate with other departments to understand and support their technology needs.
- Contribute to IT strategy and infrastructure planning.
About You
- Experience in IT infrastructure and service desk leadership.
- Strong technical knowledge of networking, Windows servers, virtualization, security, disaster recovery and cloud platforms (e.g., Azure, AWS).
- Strong problem-solving skills with the ability to handle high-pressure situations effectively.
- Strong communication and interpersonal abilities.
- Outstanding communication skills, with the ability to interact with technical and non-technical stakeholders.
- ITIL certification or equivalent experience in IT service management.
- Relevant tertiary qualification in Information Technology or related field.
Why Join Us?
- You will be joining Council at an exciting time as we look to accelerate our Digital Transformation.
- Work alongside a team of passionate, forward-thinking professionals who are always striving for excellence.
- Lead a supportive and skilled team in a dynamic work environment.
- Opportunities for professional development and career growth.