About the Role
We’re looking for an experienced and hands-on IT Manager / Escalation Point to lead and support a small internal IT team. This role blends technical leadership with team oversight, you’ll be responsible for managing the day-to-day operations of the Service Desk while also resolving escalated L2/L3 issues.
You’ll act as the senior point of contact for technical troubleshooting, offboarding tasks, and user access management, while also handling core leadership duties such as timesheet approvals, ticket queue monitoring and contribute to change management processes.
Key Responsibilities
- Manage the internal Service Desk team and maintain service standards
- Act as a technical escalation point for L2/L3 tickets — actively working in the queue
- Lead offboarding processes and manage high-level permissions and access controls
- Oversee ticket queues to prevent backlog and aged tickets
- Approve timesheets, contribute to internal briefing notes, and participate in
- Liaise with business stakeholders and assist in managing irate or escalated clients
- Ensure internal documentation (Confluence) and tickets (Jira) are consistently updated
Requirements
- Strong experience with Microsoft Intune and Autopilot (Essential)
- Proven experience in a Level 2/3 technical support role (Essential)
- Previous experience managing or leading a support team (Preferred)
- Solid understanding of desktop environments, device management, and endpoint security
- Familiarity with ITIL frameworks and practices (Certification preferred)
- Experience using Jira Service Management and Confluence (Nice to have)
- Ability to work business hours (9am–5pm), Monday to Friday
- Must be eligible to pass a Police Check.
Benefits
- Work within a collaborative and supportive IT team
- Contract through June 2026 with potential for extension
- Competitive hourly rate plus super
If you would like to learn more about this role please reach out to Ryley on 0484546357 or send an email to rladhams@humanisedgroup.com
