About the Role

The Workplace Lead will manage, lead, and support a team of analysts to deliver service desk and onsite concierge services to the business across a 24x7 service. The primary responsibility of this position is to effectively coordinate and oversee the end-to-end process of delivering these core services.

The Workplace lead will also be responsible for overseeing delivery of workplace services including end user devices, endpoint management, collaboration platforms and AV/VC support

The goal is to ensure that service levels are consistently met and exceeded. This involves closely monitoring team performance and meeting established metrics and benchmarks to consistently meet customer expectations. Additionally, the position requires maintaining comprehensive documentation of all service desk processes, conducting regular audits, and actively seeking opportunities for process improvement.

Join our dynamic team at Perpetual Wealth, as a Workplace Lead you will:

• Maintain oversight and coordination of day-to-day service desk and concierge delivery, ensuring expectations are met across the team.

• Develop and maintain a comprehensive knowledge base for frequently encountered end-user issues, troubleshooting steps, and resolution procedures

• Manage and track hardware and software inventory, including procurement, deployment, maintenance, and retirement.

• Participate in projects related to end-user support, such as system upgrades, software rollouts, or process improvements.

• Monitor key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction, and take appropriate actions to meet or exceed performance targets.

• Ensure team compliance with all regulatory, compliance, risk, and security requirements

• Facilitate workforce planning to meet the business requirements of the team including shift rostering and forecasting resourcing against inbound transaction volumes.

• Act as a point of technical escalation within the team and work with other teams when assistance is required.

• Facilitate the ‘shift-left’ of workload from 2nd and 3rd level resolver groups to drive fixed on first contact, with a focus on staff development.

• Monitor customer satisfaction levels through feedback channels and take necessary actions to address concerns or improve service quality.

• Oversee the team’s workflow, ensuring the team stay accountable in completing tasks and maintaining a high-quality service to the business in line with internal processes, policies, and standards

• Support the team in delivering upon strategic business objectives, individual and team goals

• Facilitate effective team meetings by sharing information and updates regularly, helping the team prioritise work, removing roadblocks, and encouraging open discussion

• Facilitate regular employee 1:1’s and provide performance-based feedback to team members on an ongoing basis

About You

We’re looking for someone with:

• Bachelor degree, or similar, technical learning skills accumulated from the workplace

• 10+ years IT experience across Service Desk and Workplace

• Strong understanding of infrastructure and operations delivery and project delivery using Prince and Agile methodologies

• Experience in leading an insourced team in a small to medium size organisation where engineers are multi-disciplinary rather than specialist.

• Previous experience working with multiple external providers

• Proven track record for customer experience and simplification

• Proven track record of effective collaboration with Technology peers.

• Self-starter with the ability to build capabilities from the ground up and drive out tasks with broad supervision