IT Support Manger

Lendlease is Australia’s leading real estate business with International operations. Our core expertise is in Investment Management, Development, and Construction. Lendlease’s Digital team focuses on creating innovative solutions across the entire project lifecycle, from design and construction to operation and customer experience. Our work encompasses areas like data analytics, digital twins, smart buildings, and advanced construction technologies, ultimately aiming to improve efficiency, sustainability, and the overall value delivered to clients and communities.
The IT Support Manager (Digital Experience Partner) role is a member of the Digital Experience team providing consistent and quality service to our customers. The UK Digital Experience Partner role is responsible for the following key Digital Experience activities:
Building strong trusted relationships with key stakeholders such as site managers, Corporate Real Estate, executives and EA’s.
Maintain a strong physical presence at the corporate office and sites to support and enhance our customers’ technology experience.
Provide 1st and 2nd level support, including implementation, management and usage of Digital Experience (DX) and Audio-Visual (AV) technologies on both primary and remote Lendlease sites.
Provide one on one customer coaching around pre-developed How-to and knowledge base articles.
Manage successful implementation of technology projects within the region in collaboration with the broader DX team (both in Europe and internationally) and other teams within Digital.
Assist in creating a working environment for Lendlease employees where ambition to learn and digital ability are recognised, encouraged and rewarded. Work with Lendlease teams to understand how they are utilising IT collaboration and productivity resources, such as Microsoft 365 stack and to assist in the development of tools and methods to drive efficiencies within those teams.
Embrace an ethos of passion for customer and quality, collaborating with IT Service Desk, Operations, Cloud and Product Teams to provide seamless service that delivers value for our customers.
Remotely and Face to Face provide Level 1 & 2 technical support.
Plan and action through to resolution each ticket assigned or collected from the Information Technology Service Management (ITSM) queue.
Ownership of IT support for UK sites.
Provide Audio-Visual support for Audio-Visual equipment and meeting rooms.
Achieve set monthly Service Level Objectives (SLO) targets to ensure DX Service level targets are met or exceeded.
Collaborate with the IT Service Desk, Operations, Cloud and Product Teams in the provision of DX Services and the diagnosis and remediation of all provided to Lendlease staff with escalations or requests for assistance.
Escalation of tickets where required to support the business.
Proactively coach people one on one on pre-defined How-to guides and knowledge base articles to reduce tickets being entered for repeat requests or problems.
IT ownership and support for all the ICT requirements of a number of assigned sites/centres.
Complete site setup decommissions, or relocation activities as assigned by your manager in an accurate and timely fashion.
Undertake tasks as directed by Digital Workplace Services Manager.
Contribute to the creation of training content, presentations, quick reference guides and videos
Source and deliver existing learning content to support product adoption
Training will be advertised and delivered through a combination of; event style activities, digital platforms and face-to-face training
Ensure compliance with all company policies and standards.
Identify where “How To” and Knowledge Base articles are missing and then draft articles to address the gaps, for review by Manager
Experience with training material preparation and delivery
Excellent communications skills (verbal and written) – ability to communicate credibly to both technical people and business people, up to senior executive level
Service excellence and continuous improvement mindset
Service delivery, quality and outcome focus
Embraces diversity & learns from others’ perspectives
Industry leading pension scheme
~ Private medical health benefit and dental plan options
~ Enhanced parental leave
~ Life assurance
~25 days annual leave with the option to buy or sell additional days
~ Health and wellbeing support and initiatives
~24/7 confidential Employee assistance program
~ Discounted gym membership to over 2,500 gym’s nation wide