Workplace Technology Team Leader

ASX: Powering Australia's financial markets

Why join the ASX?

When you join ASX, you're joining a company with a strong purpose - to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you'll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.

Want to know why we are a great place to work, click on the link to learn more.

www.asx.com.au/about/careers/a-great-place-to-work

We are more than a securities exchange!

The ASX team brings together talented people from a diverse range of disciplines.

We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We're proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we're committed to a fair and inclusive workplace where everyone can thrive.

An opportunity exists for a motivated individual to join a dynamic support team, working in a fast-paced environment. This role is responsible leading the Workplace Technology Helpdesk team that offers phone, email and in-person support of the ASX End User Compute and Audio Visual environment, while also delivering service improvements to drive greater efficiencies in this area.

Your team

The Workplace Technology team is a support function that serves as the single point of contact for ASX staff, delivering support across applications, end-user devices, meeting room technology, and Microsoft 365. The team provides Level 1 and Level 2 support via phone, email, ticketing systems, and in-person walkups, ensuring a consistent and high-quality end-user experience. The team is also responsible for the ongoing support and management of Microsoft 365 services and the Virtual Desktop Environment.

Your responsibilities

• Provide leadership to a team of seven technical professionals delivering Helpdesk, Level 1, and Level 2 support services
• Perform 1 on 1 coaching and development of direct reports
• Rostering of the Techbar and on-call 24/7 roster
• Manage end to end support for IT requests raised via phone, email, ticketing system and in-person
• Management of laptop inventory, IT consumables and ensure appropriate stock levels are maintained
• Responsible for lifecycle management including IT asset management, build, deploy and end of life management
• Management of ticket queue and ensure SLA are met for aged and stagnant tickets
• Conduct root cause analysis, manage problem tickets and identity opportunities for process improvement
• Oversee the creation and ongoing maintenance of team documentation, knowledge base articles, and user guides
• Working with team members and other teams to escalate tickets as and when required
• Support of Audio-Visual systems, meeting rooms and event facilities
• The role requires some out of hours work and has a rostered On-Call component
• The role is primarily based on-site at the ASX office in Sydney CBD with one day at home. Additional support for an office at Gore Hill, as well as remotely across offices in Australia and internationally could also be periodically required.
• Your experience and qualifications

Must have

• Provide a high level of customer service in a dynamic, fast-paced operational environment
• Provision of excellent customer service and support to stakeholders at all enterprise levels
• Strong understanding of ITIL / service management principles
• Good understanding life cycle management including provisioning, leasing and returns
• Strong understanding of key enterprise platforms including:
  • Active Directory
  • Microsoft Intune
  • Windows 11
  • Microsoft 365 and Azure AD
  • Remote connectivity/VPN
  • ServiceNOW
• Experience identifying trends and root cause of problems
• Strong experience supporting laptops, desktops and mobile devices
• Experience supporting a broad range of corporate, financial and development applications and platforms

Nice to have

• ITIL certification
• Good understanding and experience in Agile methodology
• Administration of Virtual Machine environments

We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values. We encourage you to apply even if you don't meet all the criteria of this role.

If you need any adjustments during the application or interview process to help you present your best self, please let us know at [email protected].

At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.

We will arrange for successful candidates to have background checks, including reference and police checks, completed as part of the on-boarding process.

To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.