AI-Media (ASX:AIM) is a global leader in language and accessibility technology. Founded in Australia in 2003, we've grown to become one of the largest providers of AI-powered captioning, transcription and translation solutions. Our solutions combine the best of automation and human expertise, powered by industry-leading technology. We work across broadcast, government, education and corporate sectors to make content accessible, multilingual, and inclusive - reaching audiences everywhere.
At AI-Media, we value innovation, integrity, and excellence. We act with accountability, deliver quality and service, and are committed to fostering a workplace that is inclusive, diverse, and barrier-free. With teams across the US, UK, Canada, Australia, and Asia, we believe diversity drives success. If you require any adjustments to participate fully in our recruitment process, we'll work with you to meet your needs.
Together, let's make the world's content accessible – to everyone!
About the role
Are you looking for a dynamic opportunity with a fast-growing, ASX-listed, global company? AI-Media (ASX:AIM) is currently seeking an experienced IT Support Manager who is passionate about delivering exceptional support services and leading high-performing teams in a global environment.
Technology is one of AI-Media's most strategically important functions, and this role will play a key part in ensuring the seamless delivery of business operations across our global workforce. Reporting to the GM IT, the IT Support Manager will lead the global IT Support Team, overseeing service delivery, end-user computing, incident management, and operational excellence.
The primary objective of this role is to provide outstanding Level 1 and Level 2 support services, continuously improve the end-user experience, optimise support processes and technologies, and develop a high-performing team that delivers exceptional service to both internal and external stakeholders.
As IT Support Manager, you will collaborate closely with technology and business teams globally to ensure support services are efficient, scalable, secure, and aligned with business objectives.
In this role, you'll:
* Lead and continuously improve the global IT Service Desk, ensuring high-quality Level 1 and Level 2 support for employees and customers across multiple regions
* Monitor service performance, customer satisfaction, ticket metrics, and SLA achievement, driving continuous improvement, increased first-contact resolution, and adherence to ITIL best practices
* Partner with Level 3 support teams to ensure the timely resolution of complex technical issues and act as a key escalation point for support matters
* Oversee the procurement, deployment, security, licensing, asset management, and lifecycle management of end-user devices and associated software, including remote management capabilities
* Lead critical incident management activities, including incident response coordination, post-incident reviews, and continuous improvement initiatives
* Promote a security-first culture and support compliance with security frameworks including SOC 2 and ISO 27001, identifying opportunities to strengthen security controls and operational resilience
* Mentor, coach, and develop IT Support Team members, ensuring appropriate staffing coverage and fostering knowledge sharing across IT Support, Customer Support, and Level 3 technology teams
* Stay informed of emerging technologies, build strong relationships with business stakeholders, and identify opportunities to improve service delivery and operational efficiency
Essential Skills & Qualifications
* Minimum 3 years' experience in IT Support, including experience leading, mentoring, and developing technical teams
* Demonstrated experience managing support operations in a complex technical environment, with a strong understanding of IT service delivery and customer support best practices
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