IT Support ManagerThe Manager provides day-to-day operational leadership for the Technical Support team, managing team performance and ensuring service delivery excellence.Must be onsite in Sydney.ResponsibilitiesOversee the daily operations of their team, ensuring quality standards and SLAsManage team schedules and workload distributionMonitor team performance and provide coaching and feedbackConduct regular one on ones, performance reviews and career development planningAddress escalated customer issues and serve as a point of contact for operational concernsCollaborate with Senior Manager on strategic initiatives and process improvementsImplement training programs and ensure team skill developmentFoster positive team culture and maintain high levels of engagement and moraleManage incident response coordination and post incident reviewsProvide performance feedback and operational insights to Senior ManagerKnowledge/Skills/QualificationsKnowledge and background of IT helpdesk/support and working with technologyExperience of working in an office, providing both in-person and remote support to staffExcellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertiseExperience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environmentCustomer-centric, with attention to detailAbility to work on your own and within a teamAdvanced knowledge of Microsoft Office 365, including Exchange, Intune and EntraKnowledge and experience of Active Directory Users and ComputersKnowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing,



network protocols and the ability to diagnose and resolve such issuesMaintain documentation of IT systems and proceduresIdentify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supportedWillingness to travel to other offices in the US as and when requiredDesired skillsDemonstrated experience of Insurance industryProject-based skillsExperienced in "hands on" maintenance of hardware, including repairsSupported Programs/Software/ApplicationsMicrosoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive)Intune (Mobile Device Management)EntraSharePointIntune Company PortalVPN (GlobalProtect)ServiceNow ITSM platformWindows OS (Windows 10, 11)CitrixKofaxParallelsThe Amwins Advantage: Perks & Perks Available to Full-Time US Based EmployeesMedical, Dental, Vision available your first day of employmentChoice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employeesMental health support including:Virtual therapyDigital coaching24/7 EAP counselingCompany-paid Basic Life & AD&D; Insurance, Short-Term Disability, and Employee Assistance ProgramHealth Savings Account with company contributionsHealth Care FSA, Dependent Care FSA, and Commuter BenefitsParental Leave and Adoption AssistanceVoluntary coverage options:Life InsuranceCritical IllnessAccidentIdentity Theft ProtectionRetiree medical benefits available for Medicare-eligible retirees401(k) with company matchGenerous Paid Time Off and Company Holiday ScheduleCollaborative, continuing education focused work environmentCareer advancement opportunities
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📌 It Support Manager (Sydney)
🏢 Amwins
📍 Sydney