IT Support Manager

About the role

We are seeking an IT Support Manager to lead a customer‑focused support function at our Mulgrave office. The role involves overseeing incidents and service requests, improving response times, and enhancing the efficiency of the Support team.

Key responsibilities

• Lead the Service Desk, managing incidents and service requests while continuously improving response and resolution times.
• Champion a customer‑first approach, delivering excellent support to internal and external partners.
• Streamline processes, strengthen knowledge management, and drive effective incident and problem resolution.
• Ensure smooth and timely execution of batch jobs and scheduled tasks.
• Foster a culture of continuous development by supporting the growth of the Support team.

Required profile

• Completed Bachelor’s degree in IT or a related discipline (essential).
• At least 3 years’ experience leading a Support team.
• Certification and commercial experience in ITIL v3.
• Broad technical knowledge across end‑user hardware, software, applications, mobility, networks and infrastructure.
• Strong planning, organisation, attention to detail, vendor and stakeholder management skills.

Required skills

• ITIL v3
• End‑user hardware
• Software applications
• Mobility solutions
• Network and infrastructure knowledge

What we offer

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