ICT Support Manager

In your capacity as IT Support Manager within an esteemed education organisation in Sydney, you will be entrusted with shaping how technology underpins learning outcomes for thousands of students.

Your remit will encompass guiding a large team through the intricacies of contemporary IT environments - balancing operational imperatives with strategic advancements. You will champion exemplary practices in technical support whilst fostering your team's professional growth through thoughtfully designed training initiatives. By engaging constructively with stakeholders across schools and central offices alike, you will ensure that each user receives attentive service tailored to their unique requirements.

Your ability to unify onsite site leaders and technicians will prove indispensable in sustaining high morale and shared objectives. Beyond managing helpdesk operations and device management cycles, you will spearhead process refinements that remain attuned to technological evolution. Your unwavering commitment to child safety compliance will underpin all undertakings as you collaborate with senior leaders to uphold rigorous standards.

The role involves travel across various school locations in NSW to maintain close engagement with your team. Car expenses will be provided.

What you'll do:

• Provide leadership and direction to the ICT Support team charged with infrastructure management, end user device oversight and application technical support across all schools and administrative offices.
• Supervise daily operations of the ICT Helpdesk by ensuring prompt responses to requests, effective resolution of service tickets and proactive monitoring of support queues.
• Arrange staff leave coverage to ensure consistent levels of support during absences or periods of heightened demand.
• Cultivate a harmonious and collaborative team ethos centred on end-user satisfaction, constructive problem-solving, knowledge exchange and ongoing improvement initiatives.
• Serve as the principal escalation point for intricate ICT support matters and client concerns, offering expert guidance and direct intervention when circumstances necessitate.
• Formulate, review and oversee service level agreements (SLAs), support processes, standards, documentation, and performance metrics to foster continual quality enhancements.
• Collaborate closely with other ICT leaders to coordinate significant outages, organisational changes, security compliance efforts, incident investigations and remediation activities.

What you bring:

• Demonstrated experience in managing and leading substantial teams of ICT professionals - preferably within K-12 education or analogous multi-site settings where empathy towards end users is paramount.
• Comprehensive technical expertise encompassing Windows, Mac OS, iOS operating systems as well as corporate network infrastructure and server environments.
• Exceptional client support capabilities evidenced by an aptitude for cultivating strong relationships with diverse stakeholders including educators, administrators, students, vendors, and fellow ICT practitioners.
• Outstanding written and verbal communication skills facilitating clear information exchange with both technical teams and non-technical audiences alike.
• Advanced planning and organisational abilities enabling you to balance competing priorities whilst maintaining elevated standards of service delivery across multiple locations.
• Proven record in coaching and mentoring staff - supporting others in developing their technical competencies as well as their interpersonal skills within a collaborative framework.

What sets this company apart:

This institution distinguishes itself through its steadfast dedication to providing accessible quality education within a nurturing Christian environment that esteems every individual's contribution. The Group Office functions as a central link supporting multiple schools across NSW.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Sam Jamshed on for a confidential discussion.