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