IT Support Manager

Emmbr; City of Melbourne; On-site; AUD 100,000 - 130,000; Full time

Job summary

A not-for-profit organization in Melbourne is looking for an IT Support Manager to lead IT support services across a multi-site environment. Responsibilities include managing a local support team, overseeing an offshore service desk, and engaging with vendors for effective service delivery. Candidates should have strong leadership experience, knowledge of ITIL, and familiarity with Microsoft environments. A focus on continuous improvement and operational excellence is key to this role, ensuring high-quality IT services are delivered.

Qualifications

• Proven experience leading IT support or service delivery teams.
• Strong knowledge of IT service management frameworks (e.g. ITIL).
• Experience in incident and critical incident management.

Responsibilities

• Lead IT support operations across multiple sites.
• Ensure system availability and performance.
• Drive continuous improvement in service delivery.

Skills

Leadership

Service management

Vendor management

Problem-solving

ITIL knowledge

Microsoft environments

Analytical skills

Change management

Education

Relevant qualifications in Information Technology

ITIL certification

Tools

Azure

Windows

Job description

• Blend leadership, continuous improvement & operational optimisation
• Play a key role in uplifting IT capability & strategy

Overview

We are partnering with a not for profit who are seeking an IT Support Manager. This role is responsible for leading and uplifting IT support services across a complex, multi site environment. You will oversee the delivery of reliable, high quality IT services, ensuring systems, processes, and teams operate efficiently to support business outcomes. You will lead a local support team while also overseeing an offshore service desk function, ensuring consistent service delivery across a 24/7 support model.

Working within a broader technology function, you will play a critical role in improving operational capability, enhancing service delivery, and contributing to the evolution of technology services. The position combines leadership, service management, vendor engagement, and continuous improvement, with a strong focus on delivering outcomes across multiple digital and operational streams.

About the Role

• Lead IT support operations, including service desk, field support, and third-party providers
• Act as the escalation point for complex issues while ensuring system availability and performance
• Drive continuous improvement across processes, tools, and service delivery outcomes
• Oversee IT service management practices, including change processes and service standards
• Manage vendor relationships, service performance, and cost efficiency initiatives
• Lead, mentor, and develop a team while building strong stakeholder relationships
• Manage, mentor, and develop a team of IT professionals, fostering capability and performance growth while identifying and implement cost efficiencies and operational improvements across IT services.

About You

• Proven experience leading IT support or service delivery teams including IT change management and governance processes, along with strong knowledge of IT service management frameworks (e.g. ITIL)
• Strong experience in incident and critical incident management within a 24/7 or high-availability environment
• Technical expertise in supporting and optimising highly available systems to minimise downtime and prompt issue resolution
• Experience managing vendors and stakeholder relationships effectively along with organisational, analytical, and problem-solving abilities
• Strong understanding of Microsoft environments (Azure, Windows, and broader Microsoft stack)
• Relevant qualifications in Information Technology, with ITIL certification is essential
• Knowledge of project management methodologies (e.g. Agile, PRINCE2, PMBOK)