IT Service Manager

2 weeks ago

Melbourne City Centre, Australia HAYS Full time

Infrastructure Manager | Azure | Problem Management | Change Management

**Your new company**
Australian Federal Government client based in Melbourne’s CBD.

**Your new role**

**Role and responsibilities**
- Ensure the ICT systems operate smoothly and efficiently through proactive technical administration using appropriate ITSM, change and risk management principles.
- Work closely and collaboratively with the IT Service Support Analysts to promptly resolve incidents, requests, and technical problems, delegating and directing service tasks using the ServiceNow ITSM platform as appropriate.
- Coordinate and manage the successful implementation of ICT initiatives and system enhancements within agreed timelines and budgets and provide expert and trusted advice on key projects.
- Enhance IT support processes and documentation from process improvement perspective, provide guidance and mentoring to team members and build their technical capability.
- Collaborate with suppliers, service providers, and government agencies to ensure products and services meet the client’s service level standards.
- Coordinate with key vendors to provide necessary services, renew contracts, and manage IT communication, software, and hardware licencing arrangements.
- Ensure meticulous management of hardware and software assets and conduct regular reviews to address any gaps in the systems and user accounts.
- Manage new system releases and deployments, provide infrastructure support, and conduct security patch management within service level agreements.
- Maintain the IT Service Centre SharePoint support site to keep end users informed and provide easy access to relevant self-service content.

**What you'll need to succeed**
- Australian citizenship to be able to obtain and maintain an Australian Government Security Vetting Agency (AGSVA) clearance to Baseline status.
- Demonstrated experience working in a front-line IT support role, dealing directly with end users and a range of stakeholders, performing root cause analysis, and providing user support and training as necessary.
- Strong background in cloud and server administration and maintenance experience within the Microsoft stack of corporate products.
- Knowledge of and experience across Azure Cloud Services, Office 365 products, VMWare, Microsoft (AD, Exchange, SQL etc.), Cloud Solutions, CRM.
- Demonstrated ability to appropriately consider and manage activities relating to project management, policy, and change management, and provide support and expertise across the system implementation lifecycle.
- Strong interpersonal and leadership skills, including the ability to build and sustain influential and productive relationships with a variety of stakeholders across the agency.
- Proven problem-solving and critical thinking skills, and the ability to coordinate with internal and external stakeholders to identify and resolve issues and deliver expected and high-quality outcomes.

**What you'll get in return**
- A permanent position and client sponsored baseline clearance.
- $90,838 - $99,891 + 15.4% Superannuation.
- Fantastic work culture and numerous growth opportunities.

**What you need to do now**

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