IT Infrastructure & Support Leader

Job Description

This role will report to Director of Technology

1. Internal IT Operations & End-User Support

• Own and manage Level 1–2 internal IT support across the organisation
• Manage junior IT support staff, including task allocation, coaching, and performance feedback
• Act as escalation point for complex end-user issues
• Ensure timely resolution of incidents, requests, and problems
• Maintain high user satisfaction through clear communication and service standards

2. Infrastructure & Systems Management

• Manage internal infrastructure including:
• Microsoft 365 / Entra ID (Azure AD)
• End-user devices (Windows/macOS)
• Identity, access, and endpoint security
• Core internal systems and integrations
• Liaise with corporate Head Office IT teams in Europe to align on best-practice infrastructure and security standards, and ensure their effective adoption in the Australia/New Zealand business context
• Coordinate with external MSPs and vendors where applicable
• Ensure system availability, performance, and resilience

3. Security, Access & Compliance

• Oversee user provisioning, access controls, and on/off-boarding processes carried out by the MSP.
• Enforce IT security policies, MFA, device compliance, and patching
• Support internal audits, risk assessments, and compliance requirements
• Act as first responder for IT security incidents

4. Supplier & MSP Oversight

• Day-to-day operational management of the infrastructure Managed Service Provider (MSP)
• Ensure MSPs deliver services in line with contractual scope, responsibilities, and SLAs
• Validate, prioritise, and track support tickets raised with third-party providers
• Maintain a regular review cadence with the MSP to assess performance, issues, and continuous improvement.

5. IT Asset, Environment Management & Process Improvement

• Maintain accurate asset registers (hardware, software, licences)
• Oversee device lifecycle management (procurement, deployment, replacement)
• Optimise licensing and internal IT costs
• Create and maintain clear documentation, runbooks, and SOPs

6. People Leadership & Team Management

• Manage and develop junior IT support staff
• Set clear expectations, priorities, and day-to-day workload for the IT support function
• Support onboarding, training, and ongoing capability development of IT support team members
• Foster a professional, service-oriented, and accountable IT support culture

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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