IT Support Manager

• Clinical Trial Facility
• On-site, Melbourne
• Full-time

Are you a hands-on, service-driven IT professional who thrives in a fast-paced, people-focused environment? Our client is rapidly expanding their clinical trial facility and is seeking an experienced IT Manager to ensure the smooth operation of their day-to-day technology needs while supporting a team of ~150 staff as they continue to grow.

Reporting to the Chief Operating Officerthis is a key onsite role supporting clinicians, research teams, and administrative staff—many of whom have limited technical experience—and ensuring they have the tools, equipment, and systems they need to deliver high-quality clinical trials.

About the Role

As the IT Manager, you will be the face of IT within the facility—providing direct end-user support, managing ticket flows, coordinating their MSP provider, and guiding IT components of capital works and facility expansions. You'll be the link between clinical operations and technical solutions, ensuring reliability, clarity, and exceptional service.

Key Responsibilities

End-User & Desktop Support

• Provide hands-on support for workstations, laptops, printers, scanners, and clinical devices.
• Manage and prioritise the IT ticket queue, ensuring timely resolution of Level 1–2 issues.
• Support onboarding/offboarding, device provisioning, and account setup.
• Maintain the IT asset register and ensure hardware is functional and up to date.

MSP Coordination

• Act as the primary point of contact with the MSP provider.
• Monitor service levels, responsiveness, and SLA adherence.
• Escalate issues appropriately and ensure our clinical priorities are understood.
• Coordinate any infrastructure or network work undertaken by the MSP.

Clinical & Stakeholder Support

• Provide calm, patient, approachable support to clinicians, nurses, research staff, and executives.
• Translate technical issues into clear, simple language.
• Identify opportunities to streamline IT processes and support clinical operations.

Capital Works & IT Project Support

• Coordinate IT components of facility expansions, refurbishments, and new-build projects.
• Document requirements and collaborate with facilities teams, builders, and contractors.
• Track progress, risks, and timelines and report updates to management.
• Deliver small to medium IT improvements end-to-end.

Systems, Security & Governance

• Support general IT governance and operational compliance.
• Assist with access control, permissions, and basic security hygiene.
• Maintain consistent IT documentation and operational processes.

Skills & Experience

Essential

• 5+ years' experience in desktop support, IT coordination, or senior IT support roles.
• Strong hands-on experience resolving Level 1–2 issues onsite.
• Proven experience managing or coordinating MSPs or outsourced IT providers.
• High comfort supporting non-technical stakeholders.
• Strong ticket management and service workflow experience.
• Experience coordinating small projects or facility-related IT activities.
• Excellent communication, organisation, and multitasking skills.

Desirable

• Experience in healthcare, clinical trials, or regulated environments.
• Experience with capital works, site expansions, or structured project coordination.
• Familiarity with data privacy considerations in clinical research settings.
• IT asset lifecycle management experience.

Who You Are

• Service-driven and approachable, with a calm presence in busy clinical settings.
• Highly organised with strong problem-solving ability.
• Comfortable working independently as the primary onsite IT representative.
• A clear, patient communicator who can adapt to diverse audiences.
• Proactive with a continuous-improvement mindset.

Success in This Role Looks Like

• Positive feedback from clinical and administrative staff.
• Reduced ticket backlog and improved SLA performance.
• Reliable MSP results and stronger vendor relationships.
• Smooth IT delivery across capital works and expansion projects.
• Improved visibility and consistency across IT assets and processes.

If you're looking for a hands-on role where your work directly contributes to clinical excellence and patient outcomes, we'd love to hear from you.

Apply now and help support the next generation of clinical research in Australia.