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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 Service Desk and Application Support functions within the organisation. You will manage the smooth operation and maintenance of IT systems and applications, ensuring efficient implementation, optimisation, and resolution of issues.
  
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

• Manage the team’s performance, conduct mentoring and staff reviews, promote a culture of service excellence, and be involved in hiring activities
• Assume full accountability of IT Service Desk and Applications support
• Coordinate application support and system administration functions.
• Identifying, diagnosing, and resolving technical issues related to IT systems and applications
• Providing technical support for day-to-day operations of ICT applications and systems
• Ensuring efficient and compliant use of applications and systems
• Responsible for upholding policies and Support Processes.
• Manage rostering and the day-to-day operation of the IT Service Desk to ensure adequate IT support coverage is in place
• Conduct analysis and produce regular metrics-based reporting on support activities
• Monitor incidents, changes, problems, and requests throughout their lifecycle to ensure quality, reliable and consistent service is provided and meeting SLA’s
• Communicating technical information to both technical and non-technical staff
• Provide training to new staff members
• Act as an escalation point for customers and technical support team members to resolve issues and facilitate knowledge management and continuous improvement
• Maintenance and continuous improvement of our internal and customer-facing knowledgebase system and articles
• System monitoring and triage.
• Liaise with vendors for management of licensing and procurements
• Write and maintain operating procedures and policies to meet reasonable customer requirements and expectations
• Some afterhours and weekend work may be required

About you

• Bachelor's degree in Information Technology, Computer Science, or relevant applied industry experience
• At least 10 years of experience with corporate infrastructure environments and application support
• Minimum 3 years’ experience in leading IT Support teams
• 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
• 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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