IT Support Manager
Posted Updated
Summary
Leads the day-to-day operations of Amwins' Technical Support team in Sydney, managing performance, coaching, escalations, and incident response while ensuring SLA and service delivery. Core stack includes Microsoft 365 (Exchange, Intune, Entra), Active Directory, networking, and ServiceNow.
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
Skills
As published by greenhouse · 7 questions · 3 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (3)
- Preferred First Name optional
- LinkedIn Profile optional
- Website optional
Pick from a list (1)
- Are you willing to come onsite in Sydney?
Written answers (3)
- Tell me about a manager you worked for whose style you didn’t agree with. What specifically didn’t work and how has that shaped how you lead?
- Your team is hitting their metrics but something feels off culturally. What do you do?
- Your manager is in a different time zone and you’re dealing with a team issue. Walk me through how you handle it.