IT Support Manager

Amwins; Sydney; Sur place; AUD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, Vision (US)

Mental health support

Life & AD&D Insurance

401(k) plan

Paid time off

Résumé du poste

Amwins is seeking an IT Support Manager to lead day-to-day operations of the Technical Support team in Sydney, ensuring service delivery excellence and strong SLAs. The role includes coaching, performance reviews, and coordinating incident responses, with a requirement to travel to other US offices as needed.

The ideal candidate has hands-on IT support experience across Microsoft 365, AD, networking, and ServiceNow ITSM, plus strong communication skills for executives and staff alike.

Qualifications

• Knowledge of IT helpdesk/support and working with technology.
• Experience providing in-person and remote staff support in an office environment.
• Excellent communication skills and ability to convey technical info to users with varying expertise.
• Experience supporting executives and senior leaders in fast-paced environments.
• Customer-centric approach with attention to detail.
• Able to work independently and in a team.
• Advanced knowledge of Microsoft 365 apps including Exchange, Intune and Entra.
• Knowledge of Active Directory Users and Computers.
• Basic networking knowledge (DHCP, TCP/IP, DNS) and issue resolution.
• Maintain documentation of IT systems and procedures.
• Identify root causes and propose solutions within policy guidelines.
• Willingness to travel to other offices in the US as needed.
• Desireable: Insurance industry experience; project-based skills; hands-on hardware maintenance.

Responsabilités

• Oversee daily operations of the IT support team, ensuring quality standards and SLAs.
• Manage team schedules and workload distribution.
• Monitor performance and provide coaching and feedback.
• Conduct regular one-on-ones, performance reviews and career development planning.
• Address escalated issues and act as OPs contact for concerns.
• Collaborate with Senior Manager on strategic initiatives and process improvements.
• Implement training programs and ensure skill development.
• Foster positive team culture and high engagement.
• Coordinate incident response and post-incident reviews.
• Provide performance insights to Senior Manager.

Connaissances

IT helpdesk experience

In-person & remote support

Excellent communication

Executive support

Customer-centric

Teamwork & independence

Microsoft 365 (Exchange, Intune, Entra

Active Directory

Networking basics

Documentation

Root cause analysis

Travel to other offices (US)

Hands-on hardware maintenance

Outils

Microsoft 365 apps

Intune

Entra

SharePoint

VPN (GlobalProtect)

ServiceNow ITSM

Windows OS 10/11

Citrix

Kofax

Parallels

Description du poste

IT Support Manager

The Manager provides day-to-day operational leadership for the Technical Support team, managing team performance and ensuring service delivery excellence.

Must be onsite in Sydney.

Responsibilities

• Oversee the daily operations of their team, ensuring quality standards and SLAs
• Manage team schedules and workload distribution
• Monitor team performance and provide coaching and feedback
• Conduct regular one on ones, performance reviews and career development planning
• Address escalated customer issues and serve as a point of contact for operational concerns
• Collaborate with Senior Manager on strategic initiatives and process improvements
• Implement training programs and ensure team skill development
• Foster positive team culture and maintain high levels of engagement and morale
• Manage incident response coordination and post incident reviews
• Provide performance feedback and operational insights to Senior Manager

Knowledge/Skills/Qualifications

• Knowledge and background of IT helpdesk/support and working with technology
• Experience of working in an office, providing both in-person and remote support to staff
• Excellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertise
• Experience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environment
• Customer-centric, with attention to detail
• Ability to work on your own and within a team
• Advanced knowledge of Microsoft Office 365, including Exchange, Intune and Entra
• Knowledge and experience of Active Directory Users and Computers
• Knowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing, network protocols and the ability to diagnose and resolve such issues
• Maintain documentation of IT systems and procedures
• Identify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supported
• Willingness to travel to other offices in the US as and when required
• Desired skills
• Demonstrated experience of Insurance industry
• Project-based skills
• Experienced in “hands on” maintenance of hardware, including repairs

Supported Programs/Software/Applications

• Microsoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive)
• Intune (Mobile Device Management)
• Entra
• SharePoint
• Intune Company Portal
• VPN (GlobalProtect)
• ServiceNow ITSM platform
• Windows OS (Windows 10, 11)
• Citrix
• Kofax
• Parallels

The Amwins Advantage: Benefits & Perks Available to Full-Time US Based Employees

• Medical, Dental, Vision available your first day of employment
  • Choice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employees
• Mental health support including:
  • Virtual therapy
  • Digital coaching
  • 24/7 EAP counseling
• Company-paid Basic Life & AD&D Insurance, Short-Term Disability, and Employee Assistance Program
• Health Savings Account with company contributions
• Health Care FSA, Dependent Care FSA, and CommuterBenefits
• Parental Leave and Adoption Assistance
• Voluntary coverage options:
  • Life Insurance
  • Critical Illness
  • Accident
  • Identity Theft Protection
• Retiree medicalbenefitsavailable for Medicare-eligible retirees
• 401(k) with company match
• Generous Paid Time Off and Company Holiday Schedule
• Collaborative, continuing education focused work environment
• Career advancement opportunities