Immediate Requirement - IT Support & Infrastructure Manager $130k - $140k Super No sponsorship or relocation Job Title: IT Support & Infrastructure Manager Location: Eastern Suburbs, Sydney Salary: $130k - $140k Super Start: Immediate Important: No sponsorship or relocation available The Opportunity We are seeking a hands-on IT Support & Infrastructure Manager to lead a small technical team and oversee the organisation's day-to-day IT support and infrastructure environment. This role is responsible for ensuring reliable service delivery, strong end-user support, and the ongoing performance and security of a hybrid IT environment. You'll play a key role in both people leadership and technical escalation, working closely with internal stakeholders and external IT partners to maintain service excellence across the business. Key Responsibilities Lead, coach, and develop a small team of Level 1 and Level 2 IT Support staff, fostering a strong service-oriented culture Manage team scheduling, workload allocation, and resourcing to ensure effective support coverage Act as the primary Level 3 escalation point for complex technical incidents and service disruptions Oversee day-to-day incident and service request resolution, ensuring timely and high-quality outcomes Monitor and manage open incidents, recurring issues, and service trends, proactively reducing repeat faults Maintain and support a hybrid IT infrastructure environment, including on-premises servers, networks, and cloud systems Work closely with internal and external IT partners to ensure performance, security, and reliability of systems Manage relationships with vendors, MSPs, and telecommunications providers, ensuring SLA compliance Coordinate co-managed service arrangements, ensuring clear accountability and performance delivery Maintain and improve IT documentation, procedures, and knowledge bases for both technical teams and end users. About You 5 years' experience in IT Support, Systems Administration, or Infrastructure roles At least 2 years in a team leadership or IT management capacity Strong technical knowledge of Windows Server environments, Active Directory, Microsoft 365, Azure, and networking infrastructure Experience managing physical infrastructure including servers, networking hardware, and end-user devices Proven ability to manage vendors and managed service providers effectively Strong troubleshooting, analytical, and problem-solving skills across hardware, software, and network environments Excellent communication skills, with the ability to engage both technical and non-technical stakeholders Strong organisational skills, attention to detail, and a structured approach to documentation and process Confident decision-maker with the ability to prioritise across multiple concurrent demands Diploma or degree in IT, Computer Science, or related field (desirable but not essential) CVs to chloe.fearn@pra.com.au and follow with a phone call to 0483 967 570