THE COMPANY

Join a large, established global organisation experiencing significant growth as it expands its Australian operations.

What's on offer?

- Unique opportunity to establish and build an IT Support function from the ground up.
- Significant Australian expansion, with 300 users expected within 12 months and 1,000+ within 24 months.
- Build, recruit and lead your own team of 5-6 IT Support Analysts.
- Regional leadership role within a global follow-the-sun support model.
- Exposure to projects, office expansions and business integrations.
- Collaborative culture focused on curiosity, passion for technology and leading by doing.
- Sydney CBD location with hybrid working.

ROLE SNAPSHOT: IT SUPPORT MANAGER

As the first IT Support hire in Australia, you'll initially provide hands-on L2/L3 support while taking ownership of establishing the local IT Support function.

You'll be responsible for building processes, managing service delivery, and recruiting and developing a team of 5-6 IT Support Analysts as the business expands.

This is a genuinely hands-on leadership role suited to someone who enjoys remaining technically involved while building and leading a team.

The initial engagement will be temp-to-perm while the organisation establishes its Australian HR function. There is a genuine long-term requirement for the position.

Responsibilities:

- Establish the IT Support function, including processes, procedures, SLAs and operational standards.
- Recruit, build and develop a team of 5-6 IT Support Analysts over time.
- Provide hands-on L2/L3 end-user support, including managing escalations and complex technical issues.
- Oversee daily support operations, service quality, workload distribution and SLA performance.
- Lead, coach and develop your team through regular feedback, performance reviews and training.
- Collaborate with global IT teams within a follow-the-sun support model.
- Drive improvements across support processes and the end-user experience.




- Partner with senior management on projects including new office setups, procurement and M&A; integrations.

REQUIRED SKILLS / KNOWLEDGE / EXPERIENCE / PERSONAL QUALITIES

This opportunity would suit an experienced IT Support Manager or Team Lead who enjoys being hands-on and wants the opportunity to build and lead a team within a rapidly expanding global organisation.

Required:

- Experience in an IT Support Manager, Team Lead or similar leadership position within a complex enterprise environment.
- Strong L2/L3 Desktop and End User Support experience - Microsoft 365, Intune, Entra ID, SharePoint.
- Experience establishing or improving IT support processes and service delivery standards.
- Demonstrated ability to lead, mentor and develop technical support teams.
- Comfortable balancing hands-on technical support with team leadership and operational responsibilities.
- Strong communication, stakeholder management and problem-solving skills.
- Ability to work autonomously and make decisions in a fast-paced, evolving setting.
- Proactive, approachable and collaborative attitude with a genuine passion for technology.

Desirable:

- Experience working within globally dispersed IT teams or a follow-the-sun support model.
- Exposure to new office setups, infrastructure migrations or business integrations.

Full-time temp-to-perm opportunity based in the Sydney CBD with hybrid working.

Reference Number: 06800-(phone hidden)

This is a hybrid position.

By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.

📌 IT Support Manager (Hands-On) | Temp to Perm (New South Wales)
🏢 Robert Half
📍 New South Wales