IT Manager 

About this Role

We have an exciting opportunity for a client-focused IT Manager to join our team in Melbourne. You will be the face of RTG at our client site and manage the delivery of high-quality ICT services. The role is responsible for the ICT strategy and the implementation of the ICT roadmap. 

Duties & Responsibilities

• Develop, own and drive the execution of the ICT strategy and roadmap  
• Manage stakeholder expectations and perceptions and ensure communication is proactive and effective 
• Mentor and provide leadership to your team  
• Refine process and policy with regards to enhancing the customer experience 
• Providing technical support, troubleshooting and management of systems and devices never losing sight of customer satisfaction.  
• Logging all incidents in our ticketing system and determining the severity/priority level, escalating to other teams if necessary. 
• Developing documentation, training materials and guides to support the use of technology. 
• Anticipating potential issues and developing ideas to counter them.  
• Develop and review SLAs and examine the data to provide valuable insights and improvements to the client 
• Manage the budget including the determination and proposal of annual budgets and reporting 
• Project management ensuring all projects are on time, on budget and well communicated and that there is documentation and proper client handover. 

• Leadership experience managing the provision of ICT support services for clients 
• Excellent communication skills, strong customer focus and stakeholder management 
• Experience and knowledge of end-to-end ICT support functions such as service desk ticketing and escalations, systems administration, enterprise security, and LAN/WAN technologies 
• Strategic planning ability and experience in developing roadmaps
• Experience in Microsoft Office 365 administration and troubleshooting
• Experience with mobile device management e.g. InTune or SCCM
• Problem solving skills and the ability to ensure technical problems are managed efficiently and effectively 
• Experience with project and change management processes 
• Experience with Google Workspace and related technology is a bonus

About RTG

RTG provides consulting services, technical solutions and day to day support mainly in 'care' industries such as education, aged and health care and not for profit.

Our people are driven by the fact that we can make a difference/ an impact on something meaningful - it's more than just technology for us.

With our knowledge and expertise, we pride ourselves on implementing physical and cultural technology change at a rate many businesses could not achieve on their own. And to ensure RTG continues to provide the best customer experience, we regularly measure customer satisfaction that highlights our key strengths, as well as our improvement and development opportunities. So as we grow and develop you do too!

Why Join Us?

• We appreciate our staff efforts through our recognition and awards. 
• You will be at the forefront of technology as our clients are keen to embrace new technology to deliver better business outcomes. 
• You’ll join a bunch of incredibly smart people, who are passionate about exceeding customer expectations. 
• You’ll have an awesome support network to help solve problems and sound out ideas and solutions.  
• Continual improvement and growth are part of what we do and focus on so you will have access to regular training on the latest tech. 
• Opportunity to work across multiple technology and experience different teams and was of doing things.
• Work life balance.

Successful candidates will need to undergo National Criminal and Working with Children Checks.