IT Support & Operations Manager

• Full time, Permanent role
• One PTO (Personal Time Off) per month 
• Location: Fawkner 

The opportunity

The IT Support & Operations Manager is a member of the Digital & Technology Services leadership group, and so will provide quality and timely advice, guidance and support to peers, key stakeholders and staff throughout the organisation.

This role demands strong leadership, technical proficiency, and excellent communication skills to ensure seamless support and reliable operations that enable GMCT’s goals.

Your responsibilities will include, but not be limited to: 

• Lead, mentor, and manage the IT Support & Operations team, comprising service desk agents and desktop/system administration technicians, focusing on performance management, staff development, and capability planning.
• Foster a collaborative, customer-focused environment, promoting skill development and accountability.
• Conduct regular performance reviews and provide coaching to support team growth. 
• Lead the efficient and effective delivery of all IT services across the organisation including IT infrastructure, integrated audio visual, telecommunications, security systems, data back-up, IT Business Continuity and Disaster Recovery program.
• Develop and implement processes for efficient support and operations aligned with GMCT’s service management processes, guided by ITIL best practices
• Oversee incident and problem management, driving quick resolution of issues, in line with defined incident and problem management processes.
• Act as the main point of contact for IT support, ensuring effective communication with end users and stakeholders.
• Ensure adherence to IT policies, processes, and compliance requirements
• Provide strategic leadership and direction in the development of IT services, to integrate technology with existing governance and architecture processes

To be successful in this position you will require:

• Proven ability to lead and develop diverse teams, including service desk and systems administrators, to achieve operational excellence and meet performance targets.
• Demonstrated experience managing IT support operations, with a focus on implementing and optimising ITIL-aligned processes for incident, problem, and change management.
• Strong technical background with knowledge of system administration, desktop support, and enterprise IT environments, enabling effective collaboration with technical staff and stakeholders.
• Excellent interpersonal skills to foster a customer-centric culture, manage service-level agreements (SLAs), and maintain effective communication with diverse internal and external stakeholders.
• Experience in planning, allocating, and managing resources effectively to ensure operational continuity and alignment with organisational goals.
• Proven ability to identify, assess, and mitigate risks while ensuring robust business continuity plans are in place for IT operations and support functions.

A career with us:

Our people are our most valued asset – we understand the importance of providing a rewarding, inclusive and supportive work environment where all people are empowered to bring their best selves.

We offer:

How to apply:

Please ensure you include a cover letter as part of your application. We would like to know why you are interested in the role, and how your skills, knowledge, experience and qualifications are applicable to the role.

Applications close 5pm Tuesday 13 May 2025

For a confidential discussion, please contact Olivia Watson 0461 336 ***

Please apply via our careers site by following the link below:

https://gmct.elmotalent.com.au/careers/gmct/jobs

This position requires the successful candidate to undergo a pre-employment medical, police check and values testing. 

GMCT is a Supportive Employer of Australian Defence Force Reservists. GMCT is an Equal Opportunity Employer.

We encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander people, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs - so reach out to us at ****@gmct.com.au

What we do

The Greater Metropolitan Cemeteries Trust (GMCT) is a not-for-profit, purpose driven organisation - and we give effect to that purpose through our staff. We take pride in the quality of our team. We are committed to the development of our team and foster a dynamic and people centred work culture that is dedicated to fulfilling our vision.

We are a business that truly live and breathe our values of integrity, compassion, respect and sustainability, and our team genuinely cares for and supports one another.