Due to company growth, NRW Holdings are now seeking an enthusiastic IT Support Manager to join our IT Support team in the Belmont Head Office. This position is responsible for the day-to-day management of Service Desk, Desktop and Application Support teams and related activities, ensuring that IT support teams comply with all required ITSM processes while providing a high level of customer service to NRW’s team members. This role is also responsible for ensuring high quality IT support services are delivered efficiently, while complying with the stated service level targets across all incidents and service requests. Your main tasks and responsibilities will be however, not limited to: Lead and manage the daily operations of IT support teams. Conduct performance reviews and develop training plans for team members. Monitor and ensure timely resolution of support tickets. Act as the escalation point for IT support issues and keep stakeholders informed. Track and report on team performance metrics and service levels. Communicate with stakeholders about system updates and support metrics. Manage and reduce aged incidents and requests. Develop and maintain standard processes for Incident, Service Request and Problem Management disciplines, aligned to the ITIL framework. Create standardised reports for business stakeholders. Develop and maintain a central IT knowledge base and develop user training materials. Preferred skills and qualifications for this position are: Tertiary qualification in Computer Science, Computer Software, Electronics, Information Technology or equivalent experience. ITIL Foundations v3/4 or above. 5 years of experience in IT support roles, with at least 2 years in a management capacity with multiple direct reports. Excellent problem-solving, communication (written and verbal), and interpersonal skills. Strong knowledge of ITIL practices and ITSM tools. Experience with Freshservice is an advantage. Well-developed communication and stakeholder management skills. Experience managing support for Windows\Microsoft environments, enterprise applications, and remote support tools. What We Offer: Competitive salary and career opportunities. Multiple company benefits including - Income Protection Insurance / Employee Assistance Program (EAP) / Discounted Private Health Insurance / Salary Sacrifice Options. Enjoy employee discounts with exclusive deals for groceries, entertainment, fuel vouchers, incredible savings on tech products and so much more - there are over 450 retailers offering amazing deals through our new benefits platform. Optional membership of and access to events run by NRW’s Social Club. Balloted access to tickets for a range of sporting and entertainment events. Paid Parental Leave. NRW is an Equal Opportunity Employer and we strongly support diversity in our workforce. Applicants from a wide sector of the community, including women and Indigenous cultures, are encouraged to apply. If you would like to be part of the high-performing NRW team, APPLY NOW.
