IT Support Manager

IT Support Manager

The 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.  

Responsibilities

• Oversee the daily operations of their team, ensuring quality standards and SLAs
• Manage team schedules and workload distribution
• Monitor team performance and provide coaching and feedback
• Conduct regular one on ones, performance reviews and career development planning
• Address escalated customer issues and serve as a point of contact for operational concerns
• Collaborate with Senior Manager on strategic initiatives and process improvements
• Implement training programs and ensure team skill development
• Foster positive team culture and maintain high levels of engagement and morale
• Manage incident response coordination and post incident reviews
• Provide performance feedback and operational insights to Senior Manager

Knowledge/Skills/Qualifications  

• Knowledge and background of IT helpdesk/support and working with technology 
• Experience of working in an office, providing both in-person and remote support to staff 
• Excellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertise 
• Experience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environment 
• Customer-centric, with attention to detail 
• Ability to work on your own and within a team 
• Advanced knowledge of Microsoft Office 365, including Exchange, Intune and Entra 
• Knowledge and experience of Active Directory Users and Computers 
• Knowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing, network protocols and the ability to diagnose and resolve such issues 
• Maintain documentation of IT systems and procedures 
• Identify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supported 
• Willingness to travel to other offices in the US as and when required 
• Desired skills 
• Demonstrated experience of Insurance industry 
• Project-based skills 
• Experienced in “hands on” maintenance of hardware, including repairs 

  Supported Programs/Software/Applications  

• Microsoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive) 
• Intune (Mobile Device Management) 
• Entra 
• SharePoint 
• Intune Company Portal 
• VPN (GlobalProtect) 
• ServiceNow ITSM platform 
• Windows OS (Windows 10, 11) 
• Citrix 
• Kofax 
• Parallels 

The Amwins Advantage: Benefits & Perks Available to Full-Time US Based Employees

• Medical, Dental, Vision available your first day of employment
• Choice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employees
• Mental health support including:
• Virtual therapy
• Digital coaching
• 24/7 EAP counseling
• Company-paid Basic Life & AD&D Insurance, Short-Term Disability, and Employee Assistance Program
• Health Savings Account with company contributions 
• Health Care FSA, Dependent Care FSA, and Commuter Benefits
• Parental Leave and Adoption Assistance
• Voluntary coverage options:
• Life Insurance
• Critical Illness
• Accident
• Identity Theft Protection
• Retiree medical benefits available for Medicare-eligible retirees
• 401(k) with company match
• Generous Paid Time Off and Company Holiday Schedule
• Collaborative, continuing education focused work environment
• Career advancement opportunities