IT Support Manager

Mazda Australia; Melbourne; On-site; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Company car

Fuel card

Car discounts

Uniform allowance

Onsite café

Wellness programs

Learning & development

Weekend loan cars

Job summary

Mazda Australia is seeking an IT Support Manager to drive a customer-focused IT support function, oversee incidents and service requests, and improve response and resolution times. This full-time role is on-site at our Mulgrave office to foster collaboration across the business.

You will lead continuous improvement, strengthen knowledge management, and ensure reliable delivery of scheduled tasks and batch jobs. A Bachelor’s in IT, 3+ years’ leadership, and ITIL v3 are required.

Qualifications

• Bachelor’s degree in IT or related discipline is essential.
• Minimum 3 years leading a IT support or service desk team.
• Certification and experience in ITIL v3 is required.
• Broad technical knowledge across hardware, software, networks and infrastructure.

Responsibilities

• Lead the Service Desk and oversee incidents and service requests.
• Drive improvements to response and resolution times.
• Champion customer-first support for internal and external partners.
• Streamline processes and strengthen knowledge management.
• Ensure reliable running of scheduled tasks and batch jobs.

Skills

IT leadership

Incident management

Service requests

Vendor management

Stakeholder communication

ITIL v3

End-user support

Process improvement

Education

Bachelor's degree in IT

Tools

ITIL v3

Job description

Make technology the easy part of everyone’s day.

Welcome to Mazda Australia, where innovation and passion converge to redefine the automotive experience. As a key player in the Mazda Motor Corporation, we're committed to offering vehicles that embody style, performance, and cutting-edge technology. Join our team and be part of a legacy that drives excellence on the roads and in the hearts of driving enthusiasts.

We are looking for an IT Support Manager who can drive a customer-focused support function and deliver a high standard of service. You’ll be responsible for overseeing incidents and service requests, improving response and resolution times and finding ways to make the Support team more efficient. You’ll also lead continuous improvement, strengthen knowledge management and processes and ensure the reliable delivery of scheduled tasks and batch jobs.

This role requires a full-time (5 days a week) on-site presence at our Mulgrave office to foster collaboration, strengthen team connections, and ensure seamless support across the business.

Key Responsibilities include:

• Leading the Service Desk by overseeing incidents and service requests while continuously improving response and resolution times.
• Championing a customer-first approach by delivering excellent support to both internal and external partners.
• Streamlining processes, strengthening knowledge management and driving effective incident and problem resolution.
• Ensuring the smooth and timely running of batch jobs and scheduled tasks.
• Fostering a culture of continuous development by supporting the growth of the Support team.

About You:

You’re an experienced IT Support leader with a proven track record of improving and transforming Support teams. You’re a confident communicator who can bring people together, manage vendors and lead teams. You possess broad technical knowledge and strong planning, organisation and attention to detail.

To be successful, you will have:

• A completed Bachelor’s degree in IT or a related discipline (essential)
• At least 3 years’ experience in leading a Support team
• Certification and commercial experience in ITIL v3
• Broad technical knowledge across end-user hardware and software, applications, mobility, networks and infrastructure
• Attention to detail, planning and organisation skills
• Vendor and stakeholder management skills
• Strong communication skills, including the ability to negotiate and influence stakeholders

Benefits:

• Company car and fuel card
• New car discounts and participation in the discounted lease car program
• 17.5% annual leave loading
• Access to weekend loan cars, uniform allowance, onsite subsidised café and additional perks
• Ongoing learning and development opportunities
• Wellness programs throughout the year (skin checks, flu vaccinations, EAP and discounts)

Application and Selection Process:

Applicants must have unrestricted and ongoing work rights in Australia.

Mazda Australia values attitudes and behaviours that align with our organisational culture.

Successful applicants will be subject to an online psychometric assessment, police, qualification and reference checks.