IT Applications Support Manager

Location: Sydney, New South Wales Salary: Negotiable
Sector: IT Type: Permanent

IT Applications Support Manager

The purpose of this role is to provide overall coordination and management of all aspects of IT Applications Support and ensuring service quality to end-users/clients is maintained at high levels. Additionally, they are responsible for ensuring processes and procedures are in place to manage and resolve high impact incidents and problems that have exceeded SLAs or results in significant business disruption.

Key Accountabilities

  • Establishing SLAs for IT Support and implementing programs to achieve objectives
  • Monitoring IT Support performance against SLAs and presenting associated reports to management
  • Manage and coordinate IT support staff, including workload management, task allocation and professional development
  • Establish quality systems, policies and procedures to ensure seamless IT support is provided to all users
  • Ensuring seamless communication and escalation procedures are established and maintained between all of IT Operations.
  • Monitor IT support expenses and report any variances against budget to senior management
  • Ensure necessary IT training and education services are provided to end users
  • Participate in corporate change control procedures and methodologies
  • Work in conjunction with project managers to coordinate the continual upgrade of IT systems
  • Maintain and implement formal strategies to drive the efficiency and effectiveness of the incident management process for complex/high impact problems
  • Coordinate incident response teams to resolve IT Problems that have exceeded SLAs
  • Investigate and manage the root cause of incidents and develop action plans
  • Collating and developing reports for management on incident management and resolution

Qualifications, Skills and Experience

  • Minimum of 5+ years' experience within IT Support
  • Minimum of 2+ years' experience in Incident Management
  • Relevant Tertiary qualifications
  • Proven leadership capabilities
  • Excellent verbal and written communication skills
  • Strong ability to work under pressure and conflict
  • Ability to interact in a professional manner and build relationships with a broad range of people
  • Ability to work with both technical and non-technical employees at all levels
  • Customer first focus on service to users
  • Strong understanding of technical issue resolution workflow and systems

If you are interested in the role please apply online and I'll be in touch shortly.

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