Sydney IT Support Manager — Lead a High-Impact Team

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

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.