Team Lead, Workplace Experience - Information Technology

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We inspire others, to go further. We create together, to reach higher. We build trust, to lead purposefully.

Whether you're building your future or starting your career with us, you won’t do it alone. From creating solutions for our clients to building careers for our people, we shape what matters, and that’s where you come in.

About the Role

The Team Leader – Workplace Experience provides operational leadership for BDO’s in‑office technology support, ensuring a consistent and high-quality technology services experience. Overseeing Workplace Experience Specialists, this role ensures reliable face‑to‑face support, VIP engagement, meeting room and collaboration technology readiness, device lifecycle execution, site onboarding activities, and Help Desk triage responsibilities across on site and remote technology service providers.

Our Technology Function

The Information Technology team is part of BDO’s shared services group, providing essential support across the firm and its Service Lines. Our mission is to deliver high-performing, secure, and reliable technology services nationally, enabling BDO professionals to work efficiently and confidently. We focus on innovation, resilience, and continuous improvement to ensure technology remains a strategic enabler for the business.

Key Responsibilities:

This role will lead the onsite Workplace Experience team across assigned offices and take responsibility for the day‑to‑day workload coordination, quality assurance, onsite support rhythms, and ensuring alignment with asset lifecycle processes defined by the Asset & Configuration Lead. This role will work closely with Cloud Operations, Cloud Engineering, Security, People & Culture, Facilities, and external providers to deliver a cohesive end‑user technology experience across BDO offices.

• Operational Leadership & Coordination - Supervise Workplace Experience Specialists across assigned offices, ensuring consistent on‑site IT support coverage.
• Workplace Technology Experience - Ensure consistent support behaviour and high-touch experience across all supervised sites.
• Device Lifecycle Execution - Coordinate device preparation, Autopilot/Intune-based builds, swaps, accessories, rebuilds, warranty claims and device returns, preparation of device logistics for onboarding days, relocations, hardware refresh projects, and business events.
• User Onboarding, Offboarding & User Administration - Lead Day 1 technology onboarding activities across all office locations, ensuring consistent and well-planned execution. Partner with People & Culture for induction scheduling and new starter experience.
• VIP Support & Executive Experience - Ensure VIP (Partner/Director/Executive) support is prioritised with rapid response, professionalism, and proactive service.
• AV/Meeting Room & Collaboration Technology - Oversee daily AV/meeting room readiness checks, proactive testing, and pre-meeting support. Ensure effective support for Microsoft Teams Rooms, hybrid meetings, and collaboration tools.
• Incident, Request & Triage - Oversee triage of incidents, walk-ups, and high-volume request types across all technology service providers.
• Help Desk Coordination - ensure high-quality ticket routing and minimal misclassification. Review incoming escalations for accuracy and completeness.

About You

The Team Leader – Workplace Experience ensures that our people receive the timely, empathetic, and high-touch technology support required to do their best work. This role has a primary onsite requirement of five days per week due to operational and client service needs.

The successful applicant is:

• Tertiary qualified in IT, Business, or a related field (or equivalent experience)
• ITIL Foundation (or equivalent) with practical applications to incident, problem, change and request processes.
• Experienced in providing in-person EUC or digital workplace support in a multi-site professional services environment.
• Familiar with asset handling processes and updating CMDB/asset registers.
• Exposure to operational escalations, VIP support, and hybrid meeting support.
• Experienced working with ITSM systems (ServiceNow)
• Able to manage remote-based teams and uplift their capability.
• Naturally service focussed with excellent interpersonal and communication skills.
• Technical Proficient and has solid understanding of EUC, Windows, M365, meeting room/AV, and identity basics.
• Adaptable and comfortable navigating a transforming environment and able to lead through change.
• Collaborator - works well with cross-functional teams including Cloud Ops, Cloud Engineering, Application and Product Support, Security, P&C.

Why BDO?

Working for BDO you will be part of a growing and market leading professional services firm.

Our national and global footprint provides our people with opportunities to work on interesting client engagements, across diverse industry sectors and services.

Our open and collaborative culture ensures access to Partners and professional mentors, to guide and accelerate your professional career, across a wide array of career pathways.

We provide our people with various health and wellbeing, social, financial, and professional development benefits to help realise what’s possible.

Participate in fitness challenges or take advantage of exclusive discounts to corporate health insurance, gym memberships and wellness facilities via our BWell program. Access benefits such as travel perks, retail discounts, employee referral rewards, study, and professional development support.

Our leave options cater to the unique needs of our people; and include enhanced family support, cultural and religious leave, and options to purchase additional leave. You can also give back and get involved in community initiatives via our BCaring program.

With a strong focus on learning and growth, we provide on the job training and formal development programs to help you succeed in your role and develop your skills and experience.

Our culture is underpinned by our core values (One, Bold, Human, Heart and Strive).

We are proud to be recognised as an Inclusive Employer for 2025-2026 by Diversity Council of Australia and a 2024-2025 Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

BDO is committed to inclusive and accessible recruitment practices. If you require any reasonable adjustments to support your application or interview process, we encourage you to contact our Talent Acquisition team at recruitment@bdo.com.au