IT Support Manager

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

Benefits offered by this job

Medical benefits

Dental coverage

Vision coverage

Mental health support

Life insurance

401(k) with company match

Paid time off

Job summary

Amwins in Sydney seeking an IT Support Manager to lead the Technical Support team onsite. You will oversee daily operations, manage schedules, and drive service delivery excellence while coordinating with senior leadership on strategic initiatives.

Key responsibilities include coaching, performance reviews, incident management, and training program implementation to maintain high engagement and skill levels across the team.

Qualifications

• Experience in IT helpdesk/support with on-site and remote staff support.
• Ability to communicate technical info clearly to users with varying levels.
• Experience supporting executives and senior leaders in fast-paced environments.
• Strong customer-centric focus with attention to detail.

Responsibilities

• Oversee daily operations of the Technical Support team and ensure SLAs.
• Manage team schedules, workload, and performance reviews.
• Coach and provide feedback; conduct regular one-on-ones.
• Address escalated issues and liaison with operational leadership.
• Collaborate on strategic initiatives and process improvements.
• Implement training and skill development programs.

Skills

IT helpdesk

Remote support

Executive support

Strong communication

Team collaboration

Office 365

Active Directory

Networking basics

Documentation

Willing to travel

Tools

Microsoft 365

Intune

Entra

SharePoint

VPN (GlobalProtect)

ServiceNow ITSM

Citrix

Kofax

Parallels

Job description

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 Commuter Benefits
• Parental Leave and Adoption Assistance
• Voluntary coverage options:
  • Life Insurance
  • Critical Illness
  • Accident
  • Identity Theft Protection
• Retiree medical benefits available 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