More Time Off for What Matters: Enjoy up to 6 weeks of leave
Base yourself in our state of the art, central Sydney office
Join a supportive and collaborative Team
Perpetual Group is an ASX-listed company (ASX:PPT) headquartered in Sydney, Australia, currently consisting of 11 leading brands across three distinct businesses: Asset Management, Wealth Management and Corporate Trust.
The wealth management business consists of three distinct brands in addition to Perpetual Private – Fordham, Jacaranda financial planning and Priority Life – offering a unique mix of wealth management, advice and trustee services. With a diverse range of capabilities including strategic advice on superannuation and retirement planning, general investment, asset protection, insurance, tax management, estate planning, aged care, social security, succession planning and philanthropy. Our clients include individuals, families, businesses, not-for-profit organisations and Indigenous communities throughout Australia.
About the Role
The Workplace Lead will manage, lead, and support a team of analysts to deliver service desk and onsite concierge services to the business across a 24x7 service. The primary responsibility of this position is to effectively coordinate and oversee the end-to-end process of delivering these core services.
The Workplace lead will also be responsible for overseeing delivery of workplace services including end user devices, endpoint management, collaboration platforms and AV/VC support
The goal is to ensure that service levels are consistently met and exceeded. This involves closely monitoring team performance and meeting established metrics and benchmarks to consistently meet customer expectations. Additionally, the position requires maintaining comprehensive documentation of all service desk processes, conducting regular audits, and actively seeking opportunities for process improvement.
Join our dynamic team at Perpetual Wealth, as a Workplace Lead you will:
Maintain oversight and coordination of day-to-day service desk and concierge delivery, ensuring expectations are met across the team.
Develop and maintain a comprehensive knowledge base for frequently encountered end-user issues, troubleshooting steps, and resolution procedures
Manage and track hardware and software inventory, including procurement, deployment, maintenance, and retirement.
Participate in projects related to end-user support, such as system upgrades, software rollouts, or process improvements.
Monitor key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction, and take appropriate actions to meet or exceed performance targets.
Ensure team compliance with all regulatory, compliance, risk, and security requirements
Facilitate workforce planning to meet the business requirements of the team including shift rostering and forecasting resourcing against inbound transaction volumes.
Act as a point of technical escalation within the team and work with other teams when assistance is required.
Facilitate the ‘shift-left’ of workload from 2nd and 3rd level resolver groups to drive fixed on first contact, with a focus on staff development.
Monitor customer satisfaction levels through feedback channels and take necessary actions to address concerns or improve service quality.
Oversee the team’s workflow, ensuring the team stay accountable in completing tasks and maintaining a high-quality service to the business in line with internal processes, policies, and standards
Support the team in delivering upon strategic business objectives, individual and team goals
Facilitate effective team meetings by sharing information and updates regularly, helping the team prioritise work, removing roadblocks, and encouraging open discussion
Facilitate regular employee 1:1’s and provide performance-based feedback to team members on an ongoing basis
About You
We’re looking for someone with:
Bachelor degree, or similar, technical learning skills accumulated from the workplace
10+ years IT experience across Service Desk and Workplace
Strong understanding of infrastructure and operations delivery and project delivery using Prince and Agile methodologies
Experience in leading an insourced team in a small to medium size organisation where engineers are multi-disciplinary rather than specialist.
Previous experience working with multiple external providers
Proven track record for customer experience and simplification
Proven track record of effective collaboration with Technology peers.
Self-starter with the ability to build capabilities from the ground up and drive out tasks with broad supervision
How we work
Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.
Employee benefits
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Work from anywhere in Australia for up to one month each year
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An annual allowance to empower you to prioritise your personal wellbeing
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Study support and commitment to supporting professional development
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We’re committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an environment where you can thrive.
