Senior Manager, IT Technical Services

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we're championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

Step into a high-impact leadership role where strategy meets service. Reporting directly to the Chief Information Officer, the Senior Manager, IT Technical Services drives the delivery and evolution of technical support across the organisation. You'll lead a talented team, including the Service Desk and System Administrators to ensure seamless, high-performing IT operations. From expanding the IT Service Catalogue to managing hybrid infrastructure (on-prem and cloud), automating processes, and optimising SharePoint environments, this role is all about enabling smarter, faster, and more reliable tech experiences.

With full accountability for service levels, performance KPIs, and budget oversight, you'll champion a culture of service excellence and continuous improvement, making a real difference every day.

Typically in this role you will:

• Lead and mentor the Service Desk Manager and System Admin team to deliver top-tier technical support.
• Cultivate a collaborative, customer-first culture across technical services.
• Oversee daily operations, escalations, and performance of the Service Desk against SLAs and KPIs.
• Ensure efficient, documented, and continuously improved end-user support processes.
• Manage core infrastructure (on-prem and cloud) for stability, security, and scalability.
• Administer Microsoft 365 services, including SharePoint and collaboration platforms.
• Drive automation and innovation to streamline operations and reduce manual effort.
• Expand and maintain the IT Service Catalogue with clear service definitions and workflows.
• Align technical services with business needs through stakeholder collaboration.
• Own the technical services budget, forecasting, and performance reporting.

Qualifications

To be successful in this role, you will need:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Significant experience in IT service delivery and technical operations.
• Proven experience in managing IT support and infrastructure teams in a mid-to-large organisation.
• Strong understanding of ITIL practices, service catalogue development, and KPI frameworks.
• From a highly technical background with solid technical expertise in systems administration (Windows/Linux), cloud platforms (e.g., Azure, AWS), and collaboration tools (e.g., SharePoint, Microsoft 365).
• Demonstrated experience with budget preparation and financial management.

Additional Information

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If you're passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don't meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.