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