Technical Lead - Corporate IT

Brennan. Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

Its a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan

True performance for our customers starts with a true belief in our people.

Its why weve structured our business to help our teams, and their talents, shine bright. Its why weve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And its why weve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development

At Brennan, we believe in One Team, making it better and simpler, and showing genuine commitment to our customers and each other.

The Technical Lead plays a critical leadership role in our global service delivery model. Based in India or Colombo, this role leads the local Corporate IT team while working closely with Australian stakeholders to deliver consistent, high-quality IT support.

This is a hands-on leadership role, combining technical expertise, operational accountability, and people leadership to ensure our customers and internal users receive exceptional support experiences.

Key Responsibility

Lead & Inspire Your Team

• Lead, mentor, and develop a high-performing local Corporate IT team
• Drive a culture of accountability, collaboration, and continuous improvement
• Conduct regular 1:1s, performance reviews, and coaching conversations
• Champion Brennan values: One Team, Show Your Commitment, Make it Better

• Take ownership of the MyIT queue and service performance across the India and Colombo team
• Ensure strong performance against SLAs, KPIs, and customer expectations
• Monitor ticket flow, backlog, and ageing to maintain operational health
• Act as the escalation point for complex or high-impact issues

• Support engineers in troubleshooting and resolving complex technical issues
• Provide guidance across Microsoft 365, Windows environments, identity, and endpoint management
• Ensure consistency in technical standards, documentation, and processes
• Drive knowledge sharing and uplift capability across the team

• Identify opportunities to improve service quality, efficiency, and automation
• Standardise processes, templates, and knowledge base content
• Contribute to broader Corporate IT and organisational improvement initiatives
• Support adoption of new tools, platforms, and ways of working

• Work closely with onshore teams to deliver a seamless support experience
• Provide clear updates on performance, risks, and service improvements
• Engage with infrastructure, security, and project teams to resolve issues
• Build strong relationships with stakeholders across the business

• Ensure adherence to security, compliance, and operational standards
• Maintain accurate and complete documentation across systems (e.g. ServiceNow/Biki)
• Support audit requirements and operational reporting
• Drive disciplined and consistent execution of ITIL-aligned processes

• Strong experience across Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID)
• Solid understanding of Windows environments, identity, and endpoint management
• Experience using ITSM tools (e.g. ServiceNow) and ITIL practices
• Proven ability to troubleshoot and resolve complex technical issues
• Experience leading or supervising service desk / IT support teams
• Strong operational mindset with experience managing SLAs and KPIs
• Ability to prioritise workload in a fast-paced, high-volume environment
• Experience working in a global / offshore delivery mode