IT Support Manager

17 hours ago

Perth, Western Australia Tardis Group Full time $100,000 - $120,000 per year

** IT Support Manager – MSP Industry

Perth CBD/Remote (Must be Perth based)**

$100-$120K Plus Super, plus career growth incentives in contract

Permanent

Are you an experienced IT professional ready to lead, innovate, and drive IT support excellence within a fast-paced Managed Service Provider environment? We're looking for a hands-on IT Support Manager with a strong technical background, a passion for building effective support processes, and proven leadership experience. This is going to be an excellent fit for someone career minded and looking to move into a service delivery manager/ops manager role in the next 2/3 years then C-Suite after 5/6 years.

About the Role

As the IT Support Manager, you'll play a pivotal role in shaping and managing the support and project operations. You'll lead a growing team of IT professionals, ensuring high-quality service delivery to clients. You'll bring 3rd line expertise, a keen understanding of the MSP landscape, and the drive to implement scalable support processes that align with best practices.

Key Responsibilities

  • Lead and manage the IT support team, including 1st, 2nd, and 3rd line engineers
  • Own and improve support workflows, SLAs, escalation paths, and documentation
  • Provide 3rd line technical support and guidance on complex issues
  • Act as an escalation point for high-priority incidents and technical challenges
  • Drive the implementation of support processes and continuous improvement initiatives
  • Work closely with clients to ensure service satisfaction and proactive support
  • Mentor and develop team members, conducting regular 1:1s and performance reviews
  • Collaborate with other departments on service delivery, onboarding, and project work

What We're Looking For

  • Proven experience in the MSP industry - medium to large (Essential)
  • 2nd/3rd line support background across common technologies (Windows Server, AD, Office 365)
  • Experience designing and implementing IT support processes and service frameworks
  • People management experience – including team leadership, mentoring, and development
  • Strong problem-solving, communication, and client-facing skills
  • ITIL certifications or experience with ITIL practices is a plus
  • Career focused, this role will be precursor to operations manager then C-level (This will be laid out in the contract prior to starting)

If you are interested in the role and have the relevant experience please apply via the link below and I will get back to you at my earliest opportunity.

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