It Support Manager

Position: IT Support Manager
Salary: $110,000 - $120,000
Location: Perth
Job Type: Permanent

Position Overview:
As the IT Support Manager , you play a pivotal role in managing and overseeing our IT support operations. You are responsible for ensuring that our clients receive high-quality technical support while also leading and mentoring a growing team of IT support professionals, currently sitting at around 10 technicians.

To Be Successful:

• Proven track record of Team Leadership.
• Being able to build rapport with our diverse clientele.
• Having a strong understanding of IT Support Operations.
• Experience with managing Staff Development.
• Understanding IT Security and Compliance.

  
Roles & Responsibilities:
Team Leadership:

• Lead, motivate, and mentor a team of IT support specialists.
• Set clear team goals and provide guidance to ensure optimal performance.
• Foster a collaborative and positive working environment.

Client Support:

• Oversee the resolution of technical issues for clients.
• Ensure timely and effective communication with clients to understand their IT needs.
• Continuously improve client satisfaction and service quality.

IT Support Operations:

• Manage the day-to-day IT support operations, including ticketing system, prioritization, and resolution.
• Develop and implement IT support processes and best practices.
• Monitor and report on support metrics and KPIs.

Staff Development:

• Conduct performance evaluations and provide constructive feedback.
• Identify training and development needs and implement training programs.
• Ensure staff is up-to-date on industry trends and technologies.

Resource Management:

• Manage IT support resources effectively, including staffing.
• Coordinate with vendors and third-party service providers when necessary.

Security and Compliance:

• Ensure compliance with security policies and industry regulations.
• Implement security measures to protect data and systems.

Troubleshooting and Escalation:

• Provide expertise in complex technical issues and assist in problem resolution.
• Managing the after-hours support and being available for urgent escalations during these hours.
• Manage escalations and ensure prompt issue resolution.

If you would like to find out more, apply now! We are also working on several additional roles that may be of interest.

We appreciate your interest in this opportunity. We regret that we can only contact shortlisted candidates. If you are not shortlisted, we encourage you to check out our website for other opportunities or to sign up for job alerts. Please note that applicants must be based in Australia with valid working rights to be considered.
We represent organizations that promote diversity and welcome all qualified applicants regardless of race, gender, disability, religion/belief, sexual orientation, or age.
Email: ****@ouirecruitment.com
Number: (08) 6219 8***