IT Operations and Support Manager

2 weeks ago

Sydney, New South Wales, Australia Austroads Full time

Position Description

Position title:
IT Operations and Support Manager

Entity:
Austroads

Division:
Data and Technology

Job Type:
Full - time (1.0 FTE)

Location:
Austroads Sydney or Melbourne Offices

Reports to:
GM Data and Technology

Responsible GM:
GM Data and Technology

Direct reports:

TBA

Date reviewed:
Feb 2024

Organisational Context
Austroads is the association of Australian and New Zealand transport agencies.

We provide authoritative, practical and impartial advice, information, tools and services to help our
members to deliver safe, efficient and reliable mobility to their customers.

We also deliver value to a range of other key stakeholders across government, industry and communities,
where there is a demonstrated societal benefit to do so.

Austroads comprises several business activities, including the core Austroads work program, the National
Exchange of Vehicle and Driver Information System (NEVDIS), and Transport Certification Australia
(TCA).

Our teams are located across Australia and New Zealand. We work in an integrated and collaborative
way, along with external consultancies and other partners, to ensure our products and services are
delivered successfully and maximise value.

Austroads promotes a culture of professionalism, innovation, and integrity, with a commitment to
accountability, quality, and excellence in the delivery of all of our programs and services.

We recognise the unique skills and abilities of each individual, who come from a wide range of disciplines
and backgrounds. We support our people through ongoing development and learning opportunities and
create a supportive team environment for all our staff. We strive to be an employer of choice.

Austroads takes inclusion and diversity seriously. We embrace difference and diversity of identity,
experience and thought, and actively strive for inclusive behaviours across our company and our work.

The Role
Position Purpose

The IT Operations and Support Manager plays a pivotal role in ensuring the efficient functioning of
Austroads' IT infrastructure and providing exceptional support to end-users. This position combines
technical expertise, leadership and strategic thinking to maintain smooth operations and enhance user
experience.

Major Responsibilities/ Accountabilities

The role is responsible for:

  • Infrastructure support:
- providing support for Austroads' physical IT infrastructure, including servers, networks and
hardware
- overseeing the physical network equipment, including switching, routing and perimeter devices
- providing support for cloud infrastructure, as needed
- responding to issues and coordinating responses
- implementing upgrades, patches and configurations.

  • User support and help desk:
  • managing the IT help desk, ensuring timely resolution of user issues
- managing the support process for two digital products, ensuring the timely delivery of second and
third level support
- providing exceptional customer service to end users
- troubleshooting hardware, software and network problems.

  • Policy and procedure development:
- developing and enforcing IT policies, procedures and best practices.

  • Vendor and contract management:
- evaluating and negotiating contracts with technology vendors
- monitoring and managing vendor and contractor performance and adherence to service level
agreements
- optimising costs related to software licences and subscriptions.

  • Disaster recovery and business continuity:
  • developing and maintaining disaster recovery plan
- conducting regular backups and test recovery procedures
- ensuring business continuity during system outages and emergencies.

  • Team leadership and development:
- leading outsourced and internal team members, including technicians and support staff
- fostering a collaborative and positive work environment
- providing mentorship, training and performance evaluations.

  • Budget management:
- managing the IT budget, allocating resources effectively
- tracking expenses related to hardware, software and maintenance.

  • Stakeholder communications:
- communicating with business units to understand their technology needs
- translating business requirements into IT solutions
- providing regular updates to senior management on IT operations.

Key Stakeholder Interfaces

Internal

  • General Manager Data and Technology
  • Other IT managers
  • Project managers
  • All staff
External

  • IT vendors and suppliers
  • Austroads' stakeholders

The Person
Qualifications, Knowledge, and Experience

The IT Operations and Support Manager will possess:

  • A degree in computer science, IT, or a related field.
  • Significant experience in a similar position, including IT operations, support and vendor management.
  • System administration skills with Windows, Linux or both.
  • Network management and troubleshooting.
  • Familiarity with cloud computing and virtualisations, AWS and Azure.
  • Knowledge of data protection regulations.
  • Demonstrated skills

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