IT Support Manager

IT Support Manager

The Manager provides day-to-day operational leadership for the Technical Support team, managing team performance and ensuring service delivery excellence.

Must be onsite in Sydney. 

Responsibilities

• Oversee the daily operations of their team, ensuring quality standards and SLAs
• Manage team schedules and workload distribution
• Monitor team performance and provide coaching and feedback
• Conduct regular one on ones, performance reviews and career development planning
• Address escalated customer issues and serve as a point of contact for operational concerns
• Collaborate with Senior Manager on strategic initiatives and process improvements
• Implement training programs and ensure team skill development
• Foster positive team culture and maintain high levels of engagement and morale
• Manage incident response coordination and post incident reviews
• Provide performance feedback and operational insights to Senior Manager

Knowledge/Skills/Qualifications

• Knowledge and background of IT helpdesk/support and working with technology
• Experience of working in an office, providing both in-person and remote support to staff
• Excellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertise
• Experience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environment
• Customer-centric, with attention to detail
• Ability to work on your own and within a team
• Advanced knowledge of Microsoft Office 365, including Exchange, Intune and Entra
• Knowledge and experience of Active Directory Users and Computers
• Knowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing, network protocols and the ability to diagnose and resolve such issues
• Maintain documentation of IT systems and procedures
• Identify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supported
• Willingness to travel to other offices in the US as and when required
• Desired skills
• Demonstrated experience of Insurance industry
• Project-based skills
• Experienced in “hands on” maintenance of hardware, including repairs

Supported Programs/Software/Applications

• Microsoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive)
• Intune (Mobile Device Management)
• Entra
• SharePoint
• Intune Company Portal
• VPN (GlobalProtect)
• ServiceNow ITSM platform
• Windows OS (Windows 10, 11)
• Citrix
• Kofax
• Parallels