It Support Manager

As the IT Support Manager, you play a pivotal role in managing and overseeing our IT support operations. You are responsible for ensuring that our clients receive high-quality technical support while also leading and mentoring a growing team of IT support professionals, currently sitting at around 10 technicians.

• To Be Successful
• Proven track record of Team Leadership.
• Being able to build rapport with our diverse clientele.
• Having a strong understanding of IT Support Operations.
• Experience with managing Staff Development.
• Understanding IT Security and Compliance.
• Roles & Responsibilities

Team Leadership :

• Lead, motivate, and mentor a team of IT support specialists.
• Set clear team goals and provide guidance to ensure optimal performance.
• Foster a collaborative and positive working environment.

Client Support :

• Oversee the resolution of technical issues for clients.
• Ensure timely and effective communication with clients to understand their IT needs.
• Continuously improve client satisfaction and service quality.

IT Support Operations :

• Manage the day-to-day IT support operations, including ticketing system, prioritization, and resolution.
• Develop and implement IT support processes and best practices.
• Monitor and report on support metrics and KPIs.

Staff Development :

• Conduct performance evaluations and provide constructive feedback.
• Identify training and development needs and implement training programs.
• Ensure staff is up-to-date on industry trends and technologies.

Resource Management :

• Manage IT support resources effectively, including staffing.
• Coordinate with vendors and third-party service providers when necessary.

Security and Compliance :

• Ensure compliance with security policies and industry regulations.
• Implement security measures to protect data and systems.

Troubleshooting and Escalation :

• Provide expertise in complex technical issues and assist in problem resolution.
• Managing the after-hours support and being available for urgent escalations during these hours.
• Manage escalations and ensure prompt issue resolution.
• We represent organizations that promote diversity and welcome all qualified applicants regardless of race, gender, disability, religion / belief, sexual orientation, or age._
• Number
• 08) 6219 8033