Manager, IT Support

Development Victoria; Melbourne; Hybride; AUD 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Study support

Novated leasing

Paid parental leave

Health & Wellbeing initiatives (EAP)

Résumé du poste

Development Victoria, the Victorian Government’s development arm, seeks an hands-on IT service leader to shape how IT support is delivered. Reporting to the Senior Manager, IT Operations, you’ll lead a hands-on team across the service desk, business systems and application support, guiding incidents, requests, problems and changes with a customer-focused approach.

You’ll coordinate onboarding/offboarding, help resolve complex issues, maintain documentation and develop your team through coaching

Qualifications

• Experience coordinating service desk, application and business systems support.
• Practical understanding of IT service management including incident, request, problem and change.
• ITIL certification and ITSM platform experience highly regarded.
• Ability to explain technical information clearly to users and stakeholders.

Responsabilités

• Coordinate day-to-day IT service management activities across incident, request, problem and change processes.
• Monitor service queues, ticket quality, priorities and escalations to ensure timely resolution.
• Troubleshoot application issues with vendors and internal IT teams; manage escalations.
• Maintain support documentation, known issue records and user guidance; identify improvements.
• Provide hands-on support for complex or escalated issues with clear communication.
• Coordinate onboarding, offboarding, hardware allocation and access setup per security requirements.
• Lead, coach and support a team with clear priorities and accountabilities.
• Develop team capability through coaching, knowledge sharing and continuous improvement.

Connaissances

ITIL familiarity

Leadership

IT service management

Description du poste

At Development Victoria, we’re passionate about making Victoria a great place to be. We create vibrant places across our state, through diverse and strategic property development and urban renewal projects.

As the Victorian Government’s development arm, we revitalise iconic public buildings, create important community, creative and sporting facilities and repurpose public land, for all Victorians. We also build great homes and communities where people and businesses can thrive, catering for different budgets, lifestyles, and people - designed to be sustainable and affordable.

Your New Role

This is a newly created opportunity to shape how IT support is delivered across Development Victoria. Reporting to the Senior Manager, IT Operations, you'll lead a hands‑on team across the service desk, business systems and application support, and end‑user support. You'll solve complex issues, guide and empower users, and drive continuous improvement to make sure our people get IT services and support that are reliable, responsive and customer focused. If you enjoy leading from the front and making a visible impact, we'd love to hear from you.

• Coordinate day-to-day IT service management activities, including incident, request, problem and change processes, to support timely and consistent service delivery.
• Monitor services queues, ticket quality, priorities and escalations, ensuring issues are triaged, progressed, communicated and resolved within agreed expectations.
• Work with business stakeholders, vendors and internal IT teams to troubleshoot application issues, manage escalations and resolve service impacts.
• Maintain support documentation, known issue records and user guidance, identifying practical improvements to system usability, support processes and service outcomes.
• Provide hands‑on support and guidance for complex or escalated issues, ensuring users receive clear communication and practical resolution pathways.
• Coordinate onboarding, offboarding, hardware allocation, access setup and user support activities in line with agreed processes and security requirements.
• Lead, coach and support a team, setting clear priorities, expectations and accountabilities aligned to IT and organisational objectives.
• Develop team capability through coaching, knowledge sharing, training and continuous improvement of operational practices.

About You

You're a hands‑on IT support leader who thrives in a complex service environment. You bring experience coordinating service desk, application and business systems support, backed by a practical understanding of IT service management across incident, request, problem and change (ITIL certification and ITSM platform experience are highly regarded). A confident problem‑solver, you get to the root cause of complex issues, work effectively with vendors and explain technical information clearly to users and stakeholders. You set clear priorities, support your team to build a collaborative, service‑focused culture, keep documentation and user guidance up to date, and stay mindful of security, privacy and compliance requirements.

Employee Benefits

• We drive strong collaboration and support our teams to work virtually and flexibly.
• Study support
• Opportunity to participate in cross functional working groups that drive diversity and inclusion and sustainability initiatives.
• Novated leasing
• Purchase leave
• Paid parental leave
• Technology salary sacrifice
• Health & Wellbeing initiatives such as EAP and mental health and wellbeing leave
• Access to group life & group salary continuance insurance
• Modern onsite facilities

At Development Victoria, we value diversity, inclusion and flexible ways of working. We welcome conversations about any preferences, cultural considerations or adjustments that may support you throughout the recruitment process or in the role itself.

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples. Through our commitment to the delivery of our First Peoples Action Plan, we recognise the importance of First Peoples’ voices, knowledge and lived experience in shaping thriving places and communities across Victoria.

If you identify as a person with a disability, please let us know how we can provide additional support to ensure an accessible and inclusive recruitment experience.

Please submit your application by Sunday, 22nd November 2026. Applications received after this date may not be considered.

If you require further information about this role, please contact Recruitment Enquiries ***************@development.vic.gov.au