Workspace Management Team Leader

Brennan; Brisbane; On-site; AUD 120,000 - 165,000; Full time

Benefits offered by this job

Health & well-being

Social club

Flexible work

Learning & development

Recognition program

Job summary

Brennan is seeking an experienced Workspace Management & VIP Support Team Leader to drive day-to-day operations, ensure exceptional end-user and VIP support, and continuously improve service delivery within a managed services engagement.

You will lead from the front, coach the team, manage escalations, coordinate with service desk, EUC, infrastructure, and vendor teams, and make sound decisions that raise service quality and customer confidence.

Qualifications

• Experience leading EUC, desktop, and workspace services in enterprise or MSP environments.
• Hands-on technical leadership for end-user support and incidents.
• Proven ability to manage queues, escalations, and third parties.
• Strong communication with senior executives and stakeholders.

Responsibilities

• Lead Workspace, VIP and Onsite Operations.
• Own daily service performance across Tech Bar, VIP, workspace, end-user devices, meeting rooms, UC and smart-hands.
• Provide hands-on technical leadership for complex incidents.
• Deliver a high-quality customer and VIP experience.
• Drive improvements to ticket flow, knowledge, automation, and scope control.
• Coach team members and coordinate with customer stakeholders and vendor teams.
• Govern performance, risk and escalation and monitor SLA/KPI trends.

Skills

EUC leadership

Desktop support

VIP support

Unified communications

Team leadership

Stakeholder management

Job description

Why work for Brennan?

At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, considerate, supportive, trusting and accepting, they are the cornerstone of the business. Because of this approach, we have become the largest Australian owned systems integrator in Australia and continue to grow.

Brennan Offers An Excellent Remuneration Package And Benefits Including

• A focus on health and well-being - social club, sporting teams, health checks, poker, trivia nights and more!
• A strong culture underpinned by values that are truly lived every day
• An environment that embraces learning and development of all employees
• Flexibility to work in the way that brings out the best in you
• High levels of reward and recognition for overachieving

The Role

The Workspace Management & VIP Support Team Leader is an experienced, hands-on operational leader accountable for the day-to-day performance, customer experience and continual improvement of workspace management, Tech Bar, VIP and onsite end-user support services within a managed services engagement. The role leads from the front by supporting complex issues when required, coaching the team, maintaining service discipline and ensuring personal workspace, group workspace, unified communications and smart-hands services are delivered professionally, consistently and within agreed contract scope. The Team Leader is expected to stabilise operations, make sound scope and priority decisions, coordinate across resolver groups and drive measurable uplift in service quality, customer confidence and operational control.

Key Responsibilities

• Lead Workspace, VIP and Onsite Operations
• Own daily service performance across Tech Bar, VIP, workspace, end-user device, meeting room, UC and smart-hands activities. Maintain coverage, prioritise work, remove blockers, manage escalations and ensure tickets and commitments progress to completion.
• Provide Hands-on Technical Leadership
• Remain technically credible, assist with complex incidents and guide diagnosis across endpoint, collaboration, meeting room and executive support issues.
• Deliver a High-quality Customer and VIP Experience
• Provide calm, discreet, responsive and personalised support for VIP users while maintaining consistent service standards for all users.
• Drive Service Uplift, Discipline and Scope Control
• Lead pragmatic improvements across ticket flow, ageing work, knowledge, automation, device compliance, CMDB accuracy, meeting room readiness, documentation and communication. Ensure configuration items and asset relationships are kept current, complete and accurate through disciplined updates, validation and follow-up. Understand the managed service scope, accept valid in-scope demand and route out-of-scope or high-risk requests through the correct enhancement, project or variation pathway.
• Coach team members, coordinate effectively with customer stakeholders, the Service Desk, EUC, infrastructure, network, security, project and vendor teams.
• Govern Performance, Risk and Escalation
• Monitor SLA and KPI trends, customer feedback, ticket ageing, repeat incidents, coverage, process compliance and operational risks.

Skills and Experience required

• Significant experience leading EUC, desktop, field support, Tech Bar, VIP, unified communications or workspace services in an enterprise or managed services environment.
• Hands-on capability across modern workplace support, end-user devices, endpoint management, collaboration, meeting room technologies and enterprise service management processes.
• Proven experience leading operational teams, managing queues and escalations, coordinating third parties and restoring service under pressure.
• Strong customer communication and stakeholder management skills, including confidence supporting senior executives and translating technical issues into business language.
• Practical understanding of managed service contracts, scope boundaries, SLAs, KPIs, baseline services, enhancements, projects and variation pathways.
• Sound judgement, resilience, autonomy and the ability to prioritise improvements and convert ideas into completed, measurable outcomes.