Workplace Tech Team Lead

About us?

LMG is the largest aggregator across Australia and New Zealand supporting a community of over 6,300 brokers and advisers. Proudly family-owned and led, LMG supports businesses operating under their own brand or the Loan Market brand, and partners with over 80 lenders. The business has grown rapidly, reaching a $360 billion loan book and helping more than 300,000 customers in 2023.

We're not a conventional company with a lot of rules and hierarchy, and we don’t intend to become one. We're a big company with a start-up attitude. Our success is based on hiring outstanding people and accepting nothing less than being the best at what we do.

About the role -

Reporting to the General Manager, Technology Operations, you will play a crucial role in ensuring the smooth operation of our Workplace Tech offering. As the Workplace Tech Team Lead, you will be responsible for overseeing and coordinating the activities of the team to ensure timely and effective resolution of tech issues. You will lead by example, providing technical expertise and guidance to team members while fostering a positive and collaborative work environment. Additionally, you will play a key role in developing and implementing strategies to improve Workplace Tech operations and enhance customer satisfaction.

Your stakeholders include internal corporate teams and our broker network.

**This role can be performed from Sydney, Brisbane or Melbourne

Key Responsibilities:

1. Team Leadership:

- Provide effective mentoring and guidance to the team

- Foster a collaborative and positive team culture, promoting open communication and knowledge sharing.

- Conduct regular team meetings and one on ones with each team member

2. Technical Expertise:

- Possess an in-depth understanding of the products and services supported by the team

- Act as a subject matter expert, assisting team members with complex technical issues and escalations

- Stay current with industry trends, technologies, and best practices

3. Customer Support:

- Ensure that the team delivers prompt, accurate, and courteous technical support to customers

- Handle escalated support issues and collaborate with cross-functional teams to resolve complex problems

- Identify opportunities for process improvement to enhance overall customer satisfaction

4. Quality Assurance:

- Implement and enforce quality assurance processes to maintain high standards of service delivery

- Collaborate with other teams to address recurring issues and improve overall product quality

5. Training and Development:

- Develop and deliver training programs for team members to enhance technical skills and customer service capabilities.

- Provide ongoing coaching and mentorship to team members, fostering their professional growth

- Identify and address knowledge gaps within the team through targeted training initiatives

6. Performance Monitoring:

Monitor performance metrics, analyze trends, and identify areas for improvement to optimize team efficiency and effectiveness

7. Process Improvement:

Identify inefficiencies in existing processes and recommend solutions to streamline workflows and enhance the overall support experience

8. Documentation:

Ensure accurate and up-to-date documentation of support processes, procedures, and troubleshooting steps

9. Vendor Management:

Liaise with third-party vendors and service providers to resolve technical issues and escalate unresolved issues as needed.

10. Compliance:

Ensure compliance with company policies, procedures, and industry regulations related to customer support operations.

Skills and experience you’ll bring to the role -

Qualifications:

Bachelor's degree in a relevant field or equivalent work experience

Skills preferred:

Three years of experience in a helpdesk or technical support role, with 1 - 2 years in a leadership or supervisory capacity.

Proficient in troubleshooting hardware, software, and network issues.

Experience with ticketing systems, knowledge bases

Exceptional problem-solving and decision-making abilities

Excellent verbal and written communication

Ability to work collaboratively with diverse stakeholders across the organisation

Customer-centric mindset with a commitment to delivering exceptional customer support

Ability to manage and prioritize customer expectations effectively.

Ability to effectively communicate technical concepts to both technical and non-technical stakeholders

ITIL certification

Familiarity with Google suite of products, Okta, Freshdesk, VMWare Workspace One, video conferencing and audio visual equipment

Our benefits -

6 ‘Me’ days per year - days on top of your annual leave allowance to look after number 1, you!

16 weeks paid parental leave & up to 52 weeks paid superannuation

Paid Fertility Treatment leave

12 days personal leave

Paid Study leave - let us help you develop your career by supporting your studies

Hybrid working - flex the working week in a way that suits you.

Internal L&D programs - boost your skills and help carve your career path.

Religious and cultural swap leave - swap a public holiday for a day you prefer to celebrate

Option to purchase additional annual leave - sometimes you need some extra time and we want to give you that choice.

LMGPerks - Save thousands of dollars and grab huge discounts with the biggest brands

Paid volunteer day - take a paid day away from work to support a cause close to you.

Employee referral program - we love it when our people refer their people!

Wellbeing support - EAP to support you personally including financial and career advice.

LMG high performers join our Accelerate program - we invest in your career and personal development

At LMG, we believe that a diverse and inclusive workforce is essential to our success. We're committed to creating a workplace where everyone feels valued, respected, and supported, regardless of their race, gender identity, sexual orientation, religion, age, or any other aspect of their identity. We recognize that diversity brings a variety of perspectives and experiences that are essential to fostering innovation and driving business success. As an inclusive employer, we strive to create a culture where everyone can thrive and bring their best selves to work every day.