Senior Manager, IT Technical Services
Senior Manager, IT Technical Services
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Job Description
Step into a high-impact leadership role where strategy meets service. Reporting directly to the Chief Information Officer the Senior Manager IT Technical Services drives the delivery and evolution of technical support across the organisation. Youll lead a talented team including the Service Desk and System Administrators to ensure seamless high-performing IT operations. From expanding the IT Service Catalogue to managing hybrid infrastructure (on-prem and cloud) automating processes and optimising SharePoint environments this role is all about enabling smarter faster and more reliable tech experiences.
With full accountability for service levels performance KPIs and budget oversight youll champion a culture of service excellence and continuous improvement making a real difference every day.
Typically in this role you will:
- Lead and mentor the Service Desk Manager and System Admin team to deliver top-tier technical support.
- Cultivate a collaborative customer-first culture across technical services.
- Oversee daily operations escalations and performance of the Service Desk against SLAs and KPIs.
- Ensure efficient documented and continuously improved end-user support processes.
- Manage core infrastructure (on-prem and cloud) for stability security and scalability.
- Administer Microsoft 365 services including SharePoint and collaboration platforms.
- Drive automation and innovation to streamline operations and reduce manual effort.
- Expand and maintain the IT Service Catalogue with clear service definitions and workflows.
- Align technical services with business needs through stakeholder collaboration.
- Own the technical services budget forecasting and performance reporting.
Qualifications :
To be successful in this role you will need:
- Bachelors degree in Information Technology Computer Science or a related field.
- Significant experience in IT service delivery and technical operations.
- Proven experience in managing IT support and infrastructure teams in a mid-to-large organisation.
- Strong understanding of ITIL practices service catalogue development and KPI frameworks.
- From a highly technical background with solid technical expertise in systems administration (Windows/Linux) cloud platforms (e.g. Azure AWS) and collaboration tools (e.g. SharePoint Microsoft 365).
- Demonstrated experience with budget preparation and financial management.
Additional Information :
- BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
- Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
- Employer of Choice Public Sector and NFP Australian HR Awards 2023
- Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
- Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
- Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
- Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
- Financial benefits Not-for-profit salary packaging to boost take-home pay.
- Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply
If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont meet every single criterion.
We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
