IT Operations Manager

PRA; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

PRA is seeking a Melbourne-based technology lead to shape and deliver IT solutions across the organisation. You will own the CRM, drive improvements, and partner with clinical and operations teams to translate needs into practical technology.

You will manage vendors, lead offshore helpdesk for SLA performance, and ensure a secure, compliant IT environment across multiple sites. This role reports to the GM of Technology.

Qualifications

• CRM management experience required.
• Strong stakeholder and vendor management.
• Experience overseeing IT operations in SMBs.
• ITSM, SLA reporting experience.
• Hands-on troubleshooting across hardware, software, networks.

Responsibilities

• Partner with operational and clinical teams to translate business needs into technology solutions.
• Own the organisation's CRM and client management platforms (HubSpot preferred) including configuration, reporting and training.
• Manage technology vendors from roadmap and licensing to cost reviews.
• Lead a two-person offshore helpdesk team and drive SLA performance and continuous improvement.
• Maintain secure and stable IT environment across multiple sites with policies and patching.

Job description

• Join a Melbourne-based community and support provider where technology directly shapes the support people receive at home and in the community


• Be the central technology lead for a small, busy IT function supporting a range of users


• Report into the GM of Technology, with real influence over how the organisation uses its systems

About the opportunity

• Join a Melbourne-based community and support provider where technology directly shapes the support people receive at home and in the community


• Be the central technology lead for a small, busy IT function supporting a range of users


• Report into the GM of Technology, with real influence over how the organisation uses its systems

The role

• Partner with operational and clinical teams to turn business needs into practical, automated technology solutions (around 70% of the role)


• Own the organisation's CRM and client management platforms as the go-to SME: configuration, reporting, training and process improvement


• Manage key technology vendors, from roadmap discussions and licensing to value-for-money reviews


• Lead an established two-person offshore helpdesk team, reporting on SLA performance and driving continuous improvement


• Keep the environment stable and secure across several sites, including policies, patching, access control and hands-on troubleshooting

What you'll bring

• SME, admin or super-user experience with CRM / client management systems (HubSpot highly regarded)


• A track record of translating business requirements into technology solutions, with strong stakeholder and vendor management


• Experience overseeing IT operations in a small-to-medium organisation, including leading a remote or offshore team


• Solid ITSM, helpdesk and SLA reporting know-how, plus experience developing and enforcing IT policies and security controls


• Hands-on troubleshooting across hardware, software, networks and Microsoft 365