Blend leadership, continuous improvement & operational optimisation
Play a key role in uplifting IT capability & strategy
Overview
We are partnering with a not for profit who are seeking an IT Support Manager.
This role is responsible for leading and uplifting IT support services across a complex, multi site workplace.
You will oversee the delivery of reliable, high quality IT services, ensuring systems, processes, and teams operate efficiently to support business outcomes.
You will lead a local support team while also overseeing an offshore service desk function, ensuring consistent service delivery across a 24/7 support model.
Working within a broader technology function, you will play a critical role in improving operational capability, enhancing service delivery, and contributing to the evolution of technology services.
The position combines leadership, service management, vendor engagement, and continuous improvement, with a strong focus on delivering outcomes across multiple digital and operational streams.
About the Role
Lead IT support operations, including service desk, field support, and third-party providers
Act as the escalation point for complex issues while ensuring system availability and performance
Drive continuous improvement across processes, tools, and service delivery outcomes
Oversee IT service management practices,



including change processes and service standards
Manage vendor relationships, service performance, and cost efficiency initiatives
Lead, mentor, and develop a team while building strong stakeholder relationships
Manage, mentor, and develop a team of IT professionals, fostering capability and performance growth while identifying and implement cost efficiencies and operational improvements across IT services.
About You
Proven experience leading IT support or service delivery teams including IT change management and governance processes, along with strong knowledge of IT service management frameworks (e.g. ITIL)
Solid experience in incident and critical incident management within a 24/7 or high-availability environment
Technical expertise in supporting and optimising highly available systems to minimise downtime and prompt issue resolution
Experience managing vendors and stakeholder relationships effectively along with organisational, analytical, and problem-solving abilities
Strong understanding of Microsoft environments (Azure, Windows, and broader Microsoft stack)
Relevant qualifications in Information Technology, with ITIL certification is essential
Knowledge of project management methodologies (e.g. Agile, PRINCE2, PMBOK)
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📌 It Support Manager (Melbourne)
🏢 Emmbr
📍 Melbourne