IT Support Lead

Motion Recruitment; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Motion Recruitment is seeking an experienced IT Support Manager to oversee its internal technology support function in Sydney. The role blends people leadership with hands-on IT knowledge to ensure smooth operations and a positive employee experience.

You will lead a team, prioritize work, escalate complex issues, and partner with senior leaders to drive improvements across the corporate technology environment.

Qualifications

• Experience in IT Support, Service Desk or End User Computing environments.
• Experience leading or coordinating a team.
• Strong understanding of corporate IT environments.
• Experience supporting employees in office and remote settings.
• Comfortable providing technical support to executives and stakeholders.
• Experience with enterprise workplace technology and device management.
• Knowledge of user access, networking basics, and IT infrastructure.
• Knowledge of IT service management and incident management processes.

Responsibilities

• Lead and coordinate daily IT support team activities.
• Oversee workload allocation, service priorities and team performance.
• Provide guidance, coaching and development to the support team.
• Act as a senior escalation point for technical issues.
• Build relationships with internal stakeholders including executives.
• Identify opportunities to improve IT processes and service delivery.
• Coordinate responses to major incidents and follow up.
• Maintain IT procedures, knowledge resources and documentation.
• Support delivery of technology initiatives and projects.
• Promote a collaborative, customer-focused team culture.

Job description

An established organisation is seeking an experienced IT Support Manager to oversee its internal technology support function.

This is an opportunity to take ownership of a corporate IT support environment, combining people leadership with hands-on technical knowledge and a strong focus on employee experience. You'll play an important role in ensuring technology runs smoothly across the business, supporting employees at all levels and driving continuous improvements to IT operations.

Key Responsibilities

• Lead and coordinate the daily activities of the IT support team, ensuring employees receive responsive and effective technical assistance.
• Oversee workload allocation, service priorities and team performance.
• Provide guidance, coaching and ongoing development to support team capability and performance.
• Act as a senior escalation point for technical issues, ensuring problems are investigated and resolved efficiently.
• Build strong relationships with internal stakeholders, including senior executives and business leaders.
• Identify opportunities to improve IT processes, service delivery and the overall employee technology experience.
• Coordinate responses to major technical incidents and ensure appropriate follow-up.
• Maintain IT procedures, knowledge resources and operational documentation.
• Support the delivery of technology initiatives, upgrades and business improvement projects.
• Promote a collaborative, customer-focused team culture.

Skills & Experience

• Previous experience in an IT Support, Service Desk or End User Computing environment, ideally with team leadership responsibilities.
• Strong understanding of corporate IT environments and end-user technology.
• Experience supporting employees across office-based and remote working environments.
• Confident providing technical support to senior executives and stakeholders.
• Experience administering and supporting enterprise workplace technology.
• Good understanding of user access, device management and IT infrastructure.
• Working knowledge of networking fundamentals, connectivity and troubleshooting.
• Experience with IT service management and incident management processes.
• Strong problem-solving skills and the ability to identify root causes.
• Excellent communication skills and a genuine customer-service mindset.
• Highly organised, proactive and comfortable managing competing priorities.

What's on Offer

• An opportunity to lead an established internal IT support function.
• A varied role combining people leadership and hands-on technical involvement.
• Exposure to a broad corporate technology environment.
• The opportunity to influence service delivery and drive operational improvements.