Manager, On-Site & Technical Support (All flex considered)

New South Wales, Australia

May 3, 2020
Technical support

As Manager, On Site & Technical Services, you would contribute towards ensuring achievement of customer, people and productivity objectives through the delivery of personal End User Computing services to IAG. The mission of this team is to enable world-class technology experiences for IAG’s 18,000+ employees and partners across Australia and New Zealand. At IAG, our employee technology experience is directly connected to overall business performance – including enabling better external customer experiences, employee productivity, talent attraction and retention, and innovation.

Your team will have end-to-end accountability for deskside installation and support services, permanent solution bars in major campus sites, managed mobile devices, basic application support and project support. 

We are looking for an exceptional leader and stakeholder manager who can bring together a team working across 8 different locations to provide a consistent, positive, and effective experience for our people. 


At the Manager you will be responsible for – 

  • Evaluating and identifying new service capabilities
  • Develop Service Catalogue, implement and maintain policies & guidelines for Systems Support
  • Continuously improving provisioning and availability of services
  • Minimise business risks by ensure appropriate resourcing is in place meet agreed service levels
  • development of business case for technology investment
  • Managing IT Service Budgets,  Weekly / Monthly Dashboarding 
  • Providing leadership IAG Group-wide Employee Experience strategies and initiatives


#IAGGroupTech #Deskside #TechnicalSupport #ITIL

Skills & Experience

  • 5+ years of experience within an ICT On Site Support or Service Desk environment
  • Proven leadership & customer facing support experience within a large corporate/business environment over a minimum of 5 years
  • Demonstrated experience with motivating  a widely dispersed team towards the direction of the company
  • Sound knowledge and understanding of ITIL concepts
  • Proactive in establishing objectives with employees and in monitoring progress towards surpassing those objectives
  • Exceptional communication and interpersonal skills, and ability to influence business stakeholders 
  • A positive can-do approach with strong time management and prioritising skills
  • Bachelor’s degree in Information Technology related field 

About Us

At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to:

#Proud to be me - we value difference, not sameness

#Together - harnessing our collective wisdom enables us to be our best for our customers & each other

#No boxes - it's not about labels, boxes or categories. It's about building a diverse and inclusive mindset into everything we do
IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.

Let's talk

In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. 

At IAG we strongly believe to achieve success we must create a diverse and inclusive workforce. We encourage applications from all backgrounds and communities. IAG have committed to the reconciliation movement in Australia for First Nations people and focus on building a diverse culture by creating a safe and supportive work environment for all our employees. More information on our Reconciliation Action Plan can be found on our website: https://www.iag.com.au/reconciliation.


Continue the conversation

If you think this role might be for you, we want to hear from you. Please express your interest, making sure your Puffling profile is up to date with your current CV, ideal criteria for flex and salary expectations.