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Who are we? 
 
Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. Currently, we are undergoing a significant transformation and growth phase. In recent years, our workforce has doubled, and we now proudly employ over 200 professionals dedicated to helping shape Australia’s future and fulfilling our mission of empowering communities. 
 
Our organisation brings experts together to create national and international standards that serve as essential guidelines for products and services, ultimately benefiting the Australian community. Our vision is to be a global leader in providing trusted solutions that improve life today and tomorrow. 
 
About the role 

Play a crucial in ensuring the smooth operation of the IT helpdesk and application support functions within the organisation. This position is responsible for overseeing the delivery of timely and effective support to end-users for all IT-related issues, ensuring that applications are maintained and supported to meet the evolving needs of the business.
  
The IT Support Manager will lead a team of dedicated IT support professionals, fostering a culture of excellence and continuous improvement. By driving best practices and implementing innovative support strategies, the manager will enhance service delivery and user satisfaction. 

What you’ll do

• Foster a culture of support by setting clear expectations, providing real-time constructive feedback, effective training, one-on-one coaching, mentoring to drive high performance
• Manage rostering and the day-to-day operation of the IT Service Desk to ensure adequate IT support coverage
• Allocate resources and tasks to team members, balancing workloads and ensuring coverage for all support needs
• Ensure support tickets are resolved within agreed SLAs and maintain high-quality ticket management
• Monitor incidents, changes, problems, and requests throughout their lifecycle to ensure reliable and consistent service
• Act as an escalation point for customers and technical support team members to resolve complex support issues
• Ensure the continued operation of digital platforms through Level 1 & 2 support during agreed support periods
• Manage and resolve incidents at a functional or configuration level, escalating unresolved significant incidents to the Development Manager or senior team members
• Oversee the maintenance, troubleshooting, and support of business applications, ensuring they meet user needs and operate smoothly
• Identify opportunities for practice improvements and drive the adoption of best practices in IT support and application management
• Maintain and continuously improve internal and customer-facing knowledgebase systems and articles
• Write and maintain operating procedures and policies to meet customer requirements and expectations
• Screen installations to ensure that only approved hardware and software are installed to maintain SOE integrity, data security, and system supportability
• Provide superior customer service to internal and external customers by prioritising queries/requests and advising customers of resolution/escalation
• Display a proactive approach in the maintenance of application systems, being aware of releases and enhancement requirements.
• After-hours and weekend work may be required

About you

• Bachelor's degree in Information Technology, Computer Science, or relevant applied industry experience
• Minimum of 8 years of experience in IT support or application management, with at least 3 years in a leadership role
• Ability to lead, mentor, and develop a team of IT support professionals, fostering a collaborative and high-performance culture
• Excellent verbal and written communication skills, with the ability to effectively interact with stakeholders at all levels
• Strong analytical and critical thinking skills, with the ability to diagnose and resolve complex technical issues
• Strong interpersonal skills and the ability to work effectively with cross-functional teams and external vendors
• Flexibility to adapt to changing business needs and technology advancements
• In-depth knowledge of IT support processes, application management, and relevant technologies
• Computer programming practices and test planning and execution experience
• Understanding of React .net and SQL
• Experience in Documentation and Issue tracking systems: Jira, Service Desk and Confluence

Culture & Benefits 
 
Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence. 

Standards Australia proudly runs a Women in Technology program, acknowledging the importance of diversity in perspectives and thinking, and working to embed an inclusive and supportive environment for all.
 
Standards Australia offers many benefits such as flexibility with working from home, regular team events, additional personal/carer’s leave, continuous learning and career development opportunities. Our award-winning People Perks program includes the following great benefits: 

• Nine-day fortnight – enjoy every second Friday off
• Growing Family & Parental leave benefits – 16 weeks paid leave for primary carers, plus Superannuation contributions made on unpaid leave; 4 weeks paid leave for secondary carers
• Workiversary rewards – your commitment and loyalty won’t go unrecognised! 
• Global working – do you have working rights in another country? Enjoy a few weeks of international working every year
• Early access to long service leave – why wait 10 years for long service leave? 5 years sounds a lot better! 

What's next? 
 
If Standards Australia sounds like the place for you, please submit your CV outlining your experience and suitability to this role. Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application. 
 
At Standards Australia, we are proud to be an equal opportunity employer and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is to empower our communities, and in doing so, we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting people at the heart of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community. Should you need any adjustments to be made to our recruitment process, please contact recruitment@standards.org.au

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