IT Support Technical Lead

The Role

We’re looking for an experienced IT Support Technical Lead to be the senior technical escalation point for our service desk and a technical leader within our IT Support team, working alongside our IT Support Lead.

You will own the problems others can’t resolve — the complex, high-impact incidents and requests that need real depth to diagnose and fix. Some of these will be purely technical. Many won’t: the most interesting work is often a mix of technical problem-solving, stakeholder engagement and planning, where you coordinate the right people, keep the business informed, and see the issue through to resolution. You will become the person the business relies on to get difficult problems solved.

Reporting to our IT Operations Manager, you will also look beyond individual tickets: leading process improvement initiatives and IT projects, working with stakeholders across the business, and identifying recurring issues and fixing them at the root to continuously improve the way we support our people. As the technical standard-bearer for the service desk, you will share your knowledge and mentor analysts to lift the capability of the whole team.

This is a Sydney-based, in-office role at our office in the Sydney CBD / Circular Quay. As you will be directly supporting our people on the ground, we are looking for someone comfortable working from the office full time.

We're looking for someone

• Who has strong technical expertise at Level 2 and Level 3, and can independently troubleshoot and resolve complex, escalated technical problems.
• Who is confident being the senior technical escalation point for the service desk, taking ownership of difficult, high-impact issues end to end.
• Who can handle issues that combine technical work with stakeholder engagement and planning — coordinating the right people, communicating clearly with the business, and keeping things moving to resolution.
• Who has experience as a Systems Administrator within a Microsoft ecosystem. Experience managing Microsoft Admin Center, Microsoft Entra ID (Azure Active Directory), and Microsoft Intune (Endpoint Manager) will be highly regarded.
• Who can lead process improvement initiatives and IT projects, working with stakeholders across the business to deliver better outcomes.
• Who can identify recurring and systemic issues, address them at the root cause, and continuously improve the way we deliver IT support.
• Who enjoys sharing technical knowledge and mentoring analysts, helping to lift the capability of the service desk.
• Who has excellent written and verbal communication skills. It is crucial you can understand the needs of non-technical users, and present technical concepts in a clear manner.
• Who can manage the relationship with our IT provider and coordinate efforts to resolve user issues.
• Who is energised by helping others and takes pride in providing a good experience to users.
• With great interpersonal skills, who wants to be part of a fantastic team culture.
• This role is based in our Sydney office and will require the successful candidate to provide support during Australian East Coast business hours. Occasional after-hours support may be required as an exception.

We have built a high-growth, people-centric business that maximises our ‘people experience’ (PX) to foster a vibrant culture, putting our people at the forefront of everything we do.

We are agile and flexible in our approach, with innovative state-of-the-art systems and technology that frees up our team from bureaucracy and administration. We actively develop a culture that supports employee health, wellness and development.

Put simply, we have created a work environment based on respect, trust, development, collaboration and innovation. This allows our people to grow and be the best version of themselves. In turn, this enables our people to do their best work, which ultimately makes our clients happy. This is a win-win-win.

We put our people’s experience at the centre of everything we do.

What’s In It For You

• Be mentored in a supportive environment, with access to quality work and professional development opportunities.
• A fun, collaborative and high-performing team environment with regular social events, training days and team retreats.
• A competitive remuneration package, including equity pursuant to the Group’s ESS.
• An extra week’s leave, as part of our employee personal development programme.
• Full-day birthday leave.

How to Apply?

We prefer to work directly with candidates. If you are interested in this role, please click the ‘Apply’ button or contact the consultant, details below, for more information.

For more information on the HPX Group, please visit https://hpxgroup.com.au/ or follow us on LinkedIn here.

Agency submissions

HPX Group does not accept agency submissions unless the agency is specifically contacted by a member of the Recruitment Team. Please do not forward candidate profiles or resumes to partners, hiring managers or other employees - this will not constitute as an introduction to the firm and HPX Group will not be liable for a fee.

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