IT Operations & Support Manager

Job Description

Add expected salary to your profile for insights At Partners Wealth Group (PWG) we are proud of our dynamic culture. We have and will continue to invest a lot in our people, systems and facilities and have seen exciting growth in all areas to make us one of Australia’s leading providers of business and financial advisory services for high net worth individuals, business owners and organisations. We exist to help Clients, Partners and our People to unlock a world of possibilities to surpass their financial and lifestyle goals. We have experienced impressive growth over the last few years, through our unique positioning in being able to provide clients and referral partners with a seamless broad-based service offering which meets their financial and business needs. In 2022, PWG was named as one of Australia’s Best Places to Work by the AFR and certified Great Place to Work in 2024. We actively seek team members who can demonstrate how they will proactively add to our culture, and naturally represent our core values of Integrity, Excellence, Accountability, Collaboration and Resilience. Position Summary The purpose of this position is to manage PWG’s information & communication technology operations to ensure they support and elevate the business wherever technology can assist. As part of a small in-house team this position will also be responsible for providing management and technical support in various areas, particularly those relating to system performance and availability, business continuity, cyber security, onboarding/offboarding, vendor management, and hands-on onsite support as required. Key Responsibilities Support Collaborate closely with the MSP to manage the support ticket queue and ensure delivery of a responsive, security-and-service focused IT support function that is aligned with PWG values and mission. Provide hands-on, engaging, technically skilled, onsite IT support where required, including onboarding/offboarding, meeting room equipment, and general troubleshooting and assistance for MSP staff. Identify, prepare and deploy knowledge and training resources on SharePoint, Copilot and Viva Learning that improve IT knowledge within the business. Operations Collaborate with the MSP to deliver system performance, availability, reliability, security, and capacity. Ensure cyber-security knowledge and behavior is established and promoted within the IT function and wider business, and support initiatives that deliver constant, evolving improvement in this critical area. Manage the IT supply chain, including IT vendor management, device refresh programmes, software licensing, and contracted support services, to deliver an optimal, cost-effective IT service. Deliver consistent, reliable IT service through excellent communication, change management, training, and quality management to ensure that deadlines, budgets, and service levels are met. Manage the IT disaster recovery plan and ensure it is designed, managed, and tested to the required standard, including agreed business continuity SLAs. People Work with the Head of IT to support constant improvement to ICT capabilities, reliability & performance. Communicate with stakeholders, including the leadership team, on IT operations, support & projects. Management Work with the Head of IT to deliver PWG’s ICT strategic plan in support of PWG’s 3-year strategic plan. Work with the Head of IT to develop and manage the annual ICT programme of work in support of the ICT strategic plan and business operations. Work with the Head of IT to develop and manage the annual ICT budget in support of the annual ICT programme of work. Work with the business to identify areas where business processes can be simplified, standardised, optimised, and automated, including where AI (Copilot) can enable greater productivity. Assist with management of IT policies and procedures that support IT Governance, Risk & Compliance in line with the COBIT framework, relevant laws, regulations and applicable industry policies and standards. Manage and report on IT operations budget performance. Report on execution and delivery of assigned ICT projects as required. Work with the Head of IT to review, refine and refresh PWG’s application (tech stack) and digital transformation strategies in support of the ICT strategic plan. Assist with managing the IT function in a manner that encourages and rewards openness, cooperation, respect and trust, commitment and energy, positivity, excellent performance, and a can-do attitude. Operations Work with the head of IT to design, implement and manage systems and processes that deliver a cost-effective, resilient, and performant IT service that supports PWG’s values and mission. Provide change management leadership for operations systems, ensuring that changes are communicated well to ensure they are embedded successfully across PWG. Assist in preparing the annual IT programme-of-work, and associated budget, and ensure IT operations operates within the approved budget. Assist in preparing IT policies and procedures that support the GRC framework, PWG values and mission. Work with the MSP to ensure the Azure environment is managed effectively, secured, and fit-for-purpose. Work with the MSP to complete Intune migration from hybrid-join to cloud-join Azure AAD. Work with the MSP to manage and report on equipment policy compliance, updates, and patches. Work with the MSP and vendors to identify and remediate hardware and software issues. Work with the MSP to identify and mitigate cyber security risks in a cost efficient and timely manner. Manage the equipment refresh programme, ensuring assets are tracked and replaced on schedule. Develop and maintain IT BCP and DR plans and implement measures designed to safeguard information technology and management needs in the event of major incidents and disasters. Manage regular testing of recovery processes and systems, including backup, disaster recovery and incident response. Support Manage the IT support ticketing system to ensure requests are handled, through a combination of external vendor assistance, internal non-IT resources, and hands-on technical support. Provide hands-on support to end users for onboarding/offboarding, troubleshooting, and maintenance. Provide hands-on support to end users on Microsoft productivity tools and key business applications, including Microsoft 365, SharePoint, Power BI, Power Automate, Salesforce and Xplan. Maintain appropriate SLAs for IT support, including key application support and external vendors. Relationships Use effective listening and cross-PWG collaboration to build stakeholder relationships and understand ongoing ICT needs. Manage relationships with external suppliers, ensuring contracted services are delivered within SLAs. Identify and maintain relationships with relevant industry bodies and organisations. Always maintain a high level of customer service. Education Requirements IT technical capabilities Degree or certificate in IT, computer science, Information Systems desirable but not required Experience and Behavioural Requirements Shows drive, enthusiasm, self-motivation, confidence, and initiative independent of direction from others. Leads and inspires others – encourages others to extend themselves and exercise their thinking and decision-making skills, ensures staff know what is expected of them and have the information and support they need to achieve this. Takes a well-considered, forward thinking, and planned approach, but responds with agility and flexibility to change. Thinks creatively around issues and makes a positive contribution to solution development and implementation. Is willing to take responsibility and be held accountable. Strong communication skills including ability to modify approach to suit various audiences Excellent time management and organisational skills with the ability to juggle multiple commitments Will need to be highly motivated to achieve growth and meet deadlines Prior experience in the financial industry desirable Our Culture Partners Wealth Group have been recognised in the Top 10 AFR BOSS Best Places to Work Awards in 2022 and certified Great Place to Work Australia in 2024. PWG offers: Fast paced and client focused business Accelerated Training & Development Genuine and friendly team environment Great office space; and Good social network Note: only shortlisted applicants will be contacted. How do your skills match this job? Your application will include the following questions: Which of the following statements best describes your right to work in Australia? Do you have technical support experience? Have you worked in a role where you were responsible for vendor management? #J-18808-Ljbffr