IT Service Desk Team Lead

Who is Shift

At Shift were business specialists dedicated to helping Australian SMEs take control of their cashflow streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. Thats why our business expertise focus on relationships and market-leading technology is at the core of everything we do. Weve helped solve the credit and payment pain points for more than 30000 businesses providing over $6 billion in aggregate funding.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. Youll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.

About the role:

As the IT Service Desk Team Lead at Shift youll be the senior technical expert supporting our team. This hands-on leadership role involves guiding a group of Cloud Systems Administrators for Shift and its related entities. Youll be leading the way each day setting the technical direction while also getting involved in support delivery yourself. With your help well continue to focus on technical excellence consistency and always finding ways to improve.

What youll do:

• Provide daily technical direction mentorship and team leadership for 3 Systems Administrators including workload management performance feedback and development - all while actively contributing alongside the team.

• Act as the first point of escalation for the support team resolving complex issues and ensuring full visibility and timely resolution from escalation to completion.

• Drive and manage support SLAs across all entities to ensure targets are consistently met.

• Take ownership of operational infrastructure delivery ensuring work is scoped prioritised and completed to a high standard.

• Lead incident triage and change management applying consistent processes across the team.

• Develop and maintain support runbooks and operational procedures to ensure repeatable and consistent responses.

• Maintain oversight of operational infrastructure and premises ensuring no gaps in service or standards.

• Oversee user identity permissions and access management across cloud environments.

• Ensure regular system maintenance tasks such as patching updates and upgrades are executed on schedule.

• Adhere to security best practices and compliance requirements in day-to-day operations.

• Collaborate closely with DevSecOps Data Enterprise Applications and Security teams to support cross-functional projects.

What youll bring:

• Minimum 5 years experience in cloud/systems administration including at least 2 years in a senior technical or lead capacity.

• Proven background in senior technical support and team leadership.

• Deep expertise in systems administration end user support and operational infrastructure.

• Experience mentoring and developing technical team members.

• Proficiency in Microsoft Intune (Windows MacOS Android iOS) and Entra ID.

• Strong technical troubleshooting skills across cloud SaaS platforms and end-user devices.

• Experience managing SLAs and overseeing incident/change management processes.

• A strong desire to stay technically hands-on and actively involved in day-to-day operations.

Key benefits:

• Collaborative teams a flat structure means everyone can learn from colleagues and senior leaders around the business.

• Be involved come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.

• Flexible working environment were headquartered in North Sydney with state-based workplaces and offer a flexible work policy.

• Family support industry leading 26 weeks paid parental leave.

• Purpose built spaces within our office designed for collaboration brainstorming socialising and focused work.

• Range of benefits supporting your physical psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.

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