Location: Eastern Suburbs, Sydney
Salary:$130k - $140k + Super
Start: Immediate
Important: No sponsorship or relocation available
The Opportunity
We are seeking a hands-on IT Support & Infrastructure Manager to lead a small technical team and oversee the organisation's day-to-day IT support and infrastructure environment. This role is responsible for ensuring reliable service delivery, strong end-user support, and the ongoing performance and security of a hybrid IT environment.
You'll play a key role in both people leadership and technical escalation, working closely with internal stakeholders and external IT partners to maintain service excellence across the business.
Key Responsibilities
- Lead, coach, and develop a small team of Level 1 and Level 2 IT Support staff, fostering a strong service-oriented culture
- Manage team scheduling, workload allocation, and resourcing to ensure effective support coverage
- Act as the primary Level 3 escalation point for complex technical incidents and service disruptions
- Oversee day-to-day incident and service request resolution, ensuring timely and high-quality outcomes
- Monitor and manage open incidents, recurring issues, and service trends, proactively reducing repeat faults
- Maintain and support a hybrid IT infrastructure environment, including on-premises servers, networks, and cloud systems
- Work closely with internal and external IT partners to ensure performance, security, and reliability of systems
- Manage relationships with vendors, MSPs, and telecommunications providers, ensuring SLA compliance
- Coordinate co-managed service arrangements, ensuring clear accountability and performance delivery
- Maintain and improve IT documentation, procedures, and knowledge bases for both technical teams and end users.
About You
- 5+ years' experience in IT Support, Systems Administration, or Infrastructure roles
- At least 2+ years in a team leadership or IT management capacity
- Strong technical knowledge of Windows Server environments, Active Directory, Microsoft 365, Azure, and networking infrastructure
- Experience managing physical infrastructure including servers, networking hardware, and end-user devices
- Proven ability to manage vendors and managed service providers effectively
- Strong troubleshooting, analytical, and problem-solving skills across hardware, software, and network environments
- Excellent communication skills, with the ability to engage both technical and non-technical stakeholders
- Strong organisational skills, attention to detail, and a structured approach to documentation and process
- Confident decision-maker with the ability to prioritise across multiple concurrent demands
- Diploma or degree in IT, Computer Science, or related field (desirable but not essential)
CVs to chloe.fearn@pra.com.au and follow with a phone call to 0483 967 570
