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It Support Manager, Elevated And Solutions Bar
2 weeks ago
Create impact as an IT Support Manager, Elevated & Solution Bar.
Join the largest general insurance group in Australia and New Zealand.
**Your Role**
Joining IAG's myIT Experience team, your unique contribution is to lead a small team that continually raises the bar on excellent technology support to an executive group of customers including Board Members and Board Liaisons, Group Executive and Executive Assistants, as well as our Solutions Bar service in our Sydney and Melbourne CBD offices. Support is provided to these customers predominantly face-to-face, and for executives can also be virtually and at offsite locations, which is a unique service offering for this team.
Through building and maintaining key relationships with customers and technology teams, you and your team will be able to provide up-to-date information and solutions for any current technology issues and proactively help to minimise or prevent future technology issues.
**This is a full-time permanent opportunity, based in Gadigal Country (Sydney)**
**About You**
- **Team Leadership & Development**: Demonstrated experience in leading and motivating a small team, ensuring team enthusiasm, energy, and focus. Proven ability to develop tools, procedures, and documentation to enhance service usability for customers.
- **Customer Service & Issue Resolution**: Strong background in maintaining operational ownership of customer issues through to resolution at an executive customer or group level. Ability to provide proactive, first-contact resolutions or gather necessary information through collaboration with technology support teams for more specialised resolutions.
- **Strategic Direction & Service Improvement**: Experience in evaluating and shaping the strategic direction of a team by identifying new service capabilities, anticipating business needs, and addressing potential misalignments to improve service delivery.
- **Communication & Reporting**: Excellent written and verbal communication skills, with the ability to deliver professional and proactive updates to customers. Skilled in producing weekly and monthly reports to track SLA adherence and issue resolution progress.
- **Customer Engagement & Education**: Experience in facilitating customer engagement forums and education programs, including forecasting and managing future support needs such as travel or presentation requirements.
- **Budget Management**: Proven ability to manage a small IT service budget with an understanding of financial constraints and priorities.
**Applications close Friday 14 February, 23:59pm AEDT.**
Joining IAG, you'll have access to:
- Boosted superannuation with 13% as standard
- Up to 50% off personal insurance, including home and motor insurance
- 5 myLeave days per year on top of annual leave
- Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
- Dedicated career growth programs, including the award-winning IAG Academy
- Discounts on every day and special occasion items
- Great employee network communities
- Award-winning recognition and reward program
- employment type eligibility criteria apply
**ABOUT US**
We're part of the largest general insurance group in Australia and New Zealand. Together our family of brands turns the IAG purpose of making your world a safer place into action by helping, supporting ambitions and making insurance accessible.
We're guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses and communities. Collaborating on Indigenous-led solutions that enable growth, develop resilience and create meaningful change, and support the leadership development of our Indigenous employees.
As part of IAG, you'll enjoy a world of opportunity, growth and stability and work in an environment that celebrates all viewpoints shaped by life experiences and cultures. Together we're passionate about social issues, climate change resilience, big tech and being an inclusive workplace.
Learn more about who IAG is here.
