The Role

The IT Operations Manager oversees and manages IT operations and support across the Black Dog Institute, ensuring systems, services, and infrastructure work reliably and securely. The IT Operations Manager manages a small team of IT Support staff who provide IT support services to the organisation.

Duties & Responsibilities
IT Operations Management

• Management of on-demand support for IT operational needs across the Institute including Helpdesk (phone, email and online requests), monitoring, reporting and contributing to the quality of support and escalation of support to appropriate internal and external third parties as required.
• Control costs and budgets regarding IT operational systems and assets. Contribute to the annual IT budget process and manage the corporate credit card transaction reconciliation.
• Work closely with UNSW on provisioning of UNSW identity and laptop equipment.
• Monitor and manage the IT-related generic email administration accounts.
• Execution and project management of IT Operational projects.
• With the Head of IT, manage the Institute’s IT solution portfolio, ensuring appropriate controls are in place and the maximum value is gained from the investment in the portfolio.
• Build and manage relationships with external and internal stakeholders such as product vendors, UNSW IT staff and team leads.
• Ensure data is handled, transferred or processed according to legal and company guidelines and security best practices.
• Manage, setup and support Windows, Android and Apple mobile devices.
• Purchase and procure new hardware, in line with the delegation policy. Manage the IT hardware inventory.
• Manage the provisioning of identity across the suite of platforms that are in use at the Institute (including Salesforce, Raisers Edge, SAS, the financial systems and the Atlassian suite). Creation, modification, and disposal of identity for all IT systems.
• Manage the Institute’s domain name registrations.
• Work with the IT Cyber Team to ensure the highest levels of cyber security across systems managed by the Institute, systems managed by UNSW, systems managed or supported by other third parties. Including staff awareness and training in cyber risks, responses to insurers, granting bodies, partnerships etc.
• Working with People & Culture, ensure suitable levels of training and familiarity with the software suite.
• Develop new IT policies and practices where gaps exist and a clear benefit is seen.
• Keep up to date with industry trends to identify opportunities for continuous improvement, including greater efficiency, better user experience and cost reduction.
• Design, develop and implement IT system policies and procedures, including best practice guides for the organisation.

Stakeholder Communication

• Manage contracts with all IT vendors (e.g. SaaS vendors, telecommunication companies, password managers, etc.) and software licenses.
• Manage relationships with external suppliers and solution partners.
• Assess vendors and develop test strategies for new hardware and software.
• Manage internal Institute IT-related communications.

Employee Management

• Lead, motivate, and support the IT operations team including management of career development plans for all direct reports.
• Manage day to day activities of team to achieve operational plan.
• Conduct annual performance reviews on time, providing relevant feedback.
• Coach employees in areas of performance that requires improvement.
• Provide direction, guidance and leadership to staff whilst also ensuring the most appropriate and effective structure and performance of the team.

Work, Health and Safety

• Ensure self-compliance with all WHS legislation and BDI WHS Policy and Procedures.
• Report any WHS hazards and significant issues to Director, People & Culture or delegate.
• Work In a safe manner, applying duty of care.

Skills & Experience Required 

Essential Criteria
1.Tertiary degree in Computer Science, IT or relevant field. And minimum of two years’ experience in a similar role.
2.Minimum of two years’ experience leading a team.
3.Demonstrated experience with systems installation, configuration, and analysis.
4.Experience with CRM implementation and support.
5.Knowledge and experience working in Windows environments.
6.Experience with IT service delivery, operations support, incident response and problem handling.
7.Thorough knowledge of networks, cloud computing and telephony.
8.Knowledge of data protection operations and legislation (e.g. GDPR).
9.Experience with data governance principles.
10.Outstanding communication skills with both internal and external stakeholders and leadership experience.
11.High level organisational skills with the ability to manage multiple projects and priorities to competing deadlines.
12.Ability to problem solve to meet the needs to clients and teams.
 

Desirable Criteria
1.Current Information Technology Infrastructure Library (ITIL) certification.
2.Competence in using Microsoft Teams technology, alongside the latest interactive online tools.
3.Previous experience of working in a not-for-profit or research-oriented organisation.
4.Knowledge of Mac environments.

Equal Employment Opportunity Statement
We actively welcome applications from candidates of underrepresented backgrounds and recognise that not all candidates will have had equal opportunity to gain experience in the past. If you’re excited about this opportunity but feel you don’t meet every requirement, we still encourage you to apply as your unique perspective and experiences matter.

How to Apply 
To become a part of the Black Dog Institute team, follow the link to ELMO to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details. 

Please note: All offers of employment are subject to background checks, which may include police checks, reference checks, and verification of qualifications, as relevant to the role’s requirements.