Infrastructure and Service Desk Lead

About Redion

Redion is a global care, assistance, and travel insurance provider, helping people stay protected and supported wherever life takes them. In Australia, Redion partners with businesses and travellers to deliver travel insurance, emergency assistance, and care services, providing support before, during, and after every journey.

Backed by a global network spanning more than 190 countries, Redion combines local expertise with worldwide reach to be there when it matters most. Guided by our values of Caring, Collaborative, Agile, Reliable, and Experts, we're committed to delivering exceptional experiences for our customers, partners, and people.

About the role

Technology is critical to every part of our business, and we're looking for an experienced Infrastructure and Service Desk Lead to ensure our people have the reliable, secure, and responsive IT services they need to succeed.

In this role, you'll lead the day-to-day delivery of infrastructure and end-user support across Australia and New Zealand, partnering with global technology teams and external providers to maintain service excellence. You'll be responsible for keeping systems running smoothly, driving operational improvements, managing incidents and performance, and ensuring our IT environment remains resilient, compliant, and fit for the future. This is an excellent opportunity for a technically capable leader who enjoys balancing hands-on problem-solving with stakeholder engagement and service management.

What the role looks like

• Lead the day-to-day operation of IT infrastructure and end-user services across Australia and New Zealand, ensuring a stable, secure, and high-performing technology environment.

• Oversee service desk performance and user support, driving timely incident resolution, service excellence, and continuous improvement across IT operations.

• Manage critical infrastructure technologies, including networks, firewalls, SD-WAN, Wi-Fi, remote access, endpoint services, and hardware lifecycle management.

• Partner with global technology teams and external service providers to coordinate infrastructure changes, maintain service levels, and ensure seamless operational delivery.

• Support IT security, regulatory compliance, and risk management initiatives, ensuring operational controls, patching, access management, and audit readiness are consistently maintained.

• Drive operational efficiency through process improvement and automation, leveraging ITIL best practices to enhance reliability, resilience, and business continuity.

• Take ownership of software asset and license management for the ANZ business, providing governance, cost optimisation, compliance oversight, and accurate asset management records.

What you’ll bring

• Proven experience managing IT infrastructure and service delivery, with a strong understanding of networks, end-user computing, and enterprise technology operations.

• Hands-on expertise across core infrastructure technologies, including networking, firewalls, SD-WAN, identity and access management, and endpoint management solutions.

• Strong knowledge of IT service management (ITIL) principles, with experience driving service improvements and working effectively with managed service providers.

• A security-first mindset, with exposure to patch management, vulnerability remediation, access controls, and compliance requirements within regulated environments.

• The ability to lead through incidents and operational challenges, remaining calm under pressure and focused on delivering business outcomes.

• Excellent stakeholder management and communication skills, with the ability to build trusted relationships across technical teams, business leaders, vendors, and global counterparts.

• Relevant IT qualifications and certifications, supported by a continuous improvement mindset and a passion for delivering reliable, high-quality technology services.

Why join us

At Redion, we're more than a travel insurance and assistance provider. We're a global care business that helps people navigate life's unexpected moments with confidence and peace of mind. Every day, our people make a real difference by supporting customers when they need it most.

What You'll Get

• State of the art offices

• Competitive salary package and annual bonus opportunities

• Flexible Public Holiday Exchange: Trade selected public holidays for alternative dates that better suit your personal, cultural, or family commitments

• 50/50 hybrid working, giving you the flexibility to work from both home and office

• 20 weeks paid parental leave for primary carers, 2 weeks paid for secondary carers

• An active Social Club with regular team events and activities

• Ongoing opportunities for career development and professional growth

• A supportive, collaborative culture where your contributions are recognised and valued