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.
• Enhance operational efficiency by applying your technical skills to maintain a secure and stable hardware fleet, streamline Service Desk processes, and drive improvements through technology and best practices.
• 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

For general enquiries, please contact Yolande Nelson (Service Desk Manager) or Bec Sparkes (Talent Acquisition Partner).