IT Operations Lead (Melbourne)

Lead our IT Service Desk to deliver exceptional support, streamline operations, and uplift technology experiences across the organisation. Who We Are 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. What You’ll Be Doing As our IT Operations Lead, you’ll oversee the day‑to‑day operations of our IT Service Desk, ensuring end‑users receive responsive, reliable, high‑quality support. You’ll shape a unified service desk experience, uplift processes, and champion our HALO service management platform to streamline workflows and improve service delivery. You’ll also guide the rollout of current technologies, manage device lifecycles, and lead a team committed to excellence. You will:
- Lead, mentor, and develop a team of Level 1 IT Service Desk Engineers
- Act as the escalation point for complex incidents and high‑impact issues
- Monitor ticket queues, balance workloads, and ensure SLAs are consistently met
- Optimise and configure HALO ITSM, including workflow design and automation
- Oversee device provisioning, SOE consistency, and desktop security compliance
- Maintain service desk processes, documentation, dashboards, and reporting
- Collaborate across teams to drive continuous improvement and uplift user experience What’s In It For You At Compare the Market and iSelect, we’re all about helping people make smart choices – and joining us might just be yours. We offer an environment where your ideas are heard, your contributions are valued, and your growth genuinely matters. Collaboration is part of our DNA, and you’ll be joining a supportive, forward‑thinking team where you can do meaningful work (and be recognised for it!) We’re guided by three shared values that shape how we work, how we treat each other, and how we show up for our customers – Drive, Noble Intent and All Together. Plus, we offer a range of excellent perks to help you thrive both in and out of work:
- Vibrant and social community with annual celebrations, family fun days and regular events
- Flexible work arrangements, including one day WFH 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 Awards and Recognition program What Sets You Apart We’d love to hear from professionals who:
- Bring 7–8+ years of experience in IT operations, including at least 2 years leading a service desk or support function
- Offer deep technical capability across Microsoft 365, Windows OS, Active Directory, mobile devices, and remote support tools
- Have hands‑on experience with HALO ITSM (or similar), including workflow configuration and platform optimisation
- Are process-driven, customer‑focused, and able to communicate technical concepts clearly to non‑technical users Sound like a positive fit? Let’s talk At Compare the Market and iSelect, we’re proud to be an Equal Opportunity Employer and we embrace diversity. This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rwb7i