Information Technology Operations Team Lead
About Our Brands
iSelect and Compare the Market are trusted, well-known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer-focused experience that makes it easier for Australians to find the right products to suit their needs.
Key Responsibilities
Lead & mentor Level 1 Service Desk Engineers, fostering collaboration and acting as the primary escalation point for complex issues.
Manage Service Desk Operations – monitor ticket queues, prioritise workloads, and ensure timely resolution aligned with SLAs.
Process & Documentation – maintain procedures, knowledge base, and reporting dashboards to support consistent operations and self-service.
Platform Optimisation – administer HALO platform, implement automated workflows, and leverage analytics for continuous improvement.
Innovation & Automation – explore AIOps and automation to enhance customer experience and reduce resolution times.
Asset & Device Management – oversee provisioning, lifecycle management, and compliance with security standards across corporate devices.
Financial & Procurement Control – manage IT budgets, procurement, invoicing, and support financial reporting for service desk operations.
Technical Leadership – provide hands-on support for Microsoft 365, Azure Entra ID, Active Directory, conferencing platforms, and remote tools.
Benefits & Perks
Vibrant and social community with annual celebrations, family fun days and regular events.
Flexible work arrangements, including one day working from home each week or a 9-day fortnight.
Additional leave days – 'ME' leave and 'Volunteer Day' leave.
Option to purchase additional leave.
Return-to-work bonus for returning parents.
Quarterly award and recognition programme.
Required Experience & Skills
IT operations leadership – 7–8 years in IT support/operations, with 2+ years in team leadership or service-management roles across remote and on-site environments.
Technical expertise – strong troubleshooting in Windows OS, Microsoft 365, Active Directory, networking basics, and IT security best practices.
Platform proficiency – hands-on experience with AV conferencing tools (Teams, Google Meet) and ITSM platforms, including advanced HALO configuration and workflow optimisation.
Mobile & device support – skilled in supporting iOS/Android devices and managing integrations within IT systems.
Process & customer focus – highly process-driven, excellent communication skills, and ability to simplify technical issues for non-technical users.
Preferred certifications: CompTIA A+, Microsoft Fundamentals, ITIL v4 Foundation, Halo SM certifications, or equivalent.
Job Details
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Information Technology
Equal Opportunity Employer
At Compare the Market and iSelect we're proud to be an Equal Opportunity Employer and we embrace diversity.
Working Rights
This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available.
Privacy statement: Compare the Market and iSelect are committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside the Auto and General Holdings Group without your consent.
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