Work Type: Full-time
Salary: $150,000 + Bonus + Superannuation
Hybrid work environment – 3 days in office
Location: South Yarra
Competitive benefits, rewards programs and bonus structure!
About the role
As the Head of Operations at Unified IT, you will step into a senior leadership position, acting as a core driver of our business strategy and service excellence. While this role retains a technical heartbeat, your primary focus will be overseeing the entirety of our service desk delivery and supporting our long-term growth objectives.
You will manage a team of approximately 15 staff, including on-site technicians and offshore employees, ensuring seamless IT operations for some of Australia’s best-known brands.
This position is ideal for an experienced leader who thrives in dynamic environments, excels at stakeholder management, and is eager to make a difference in a collaborative, growth-focused team.
Key responsibilities
Leadership & Strategy
- Executive Leadership: Serve as a core member of the leadership team, contributing to strategy and supporting long-term growth objectives.
- Team Management: Oversee the entirety of service desk delivery, managing a diverse team of approx. 15 staff, including on-site technicians and offshore employees.
- Mentorship: Mentor senior and junior technicians, fostering a collaborative team environment and culture of continuous improvement.
Operations & Project Management
- Project Oversight: Take ownership of internal project management for all project work.
- Capacity Planning: Manage the capacity of senior technicians to ensure efficient delivery of services.
- Reporting: Provide weekly updates to leadership and customers regarding project status and operational performance.
- Ticket & Service Oversight: Oversee ticket resolution standards, ensuring prompt, effective, and customer-focused outcomes across the service desk.
Escalation & Stakeholder Management
- Customer Success: Handle customer escalations with a focus on expert stakeholder management and retention.
- Internal Resolution: Manage internal escalations, acting as the final point of authority for complex operational issues.
Technical Oversight & Compliance
- Technical Support: Provide technical support and guidance to the service desk team where required to unblock issues.
- Cybersecurity & Compliance: Ensure the team maintains cybersecurity best practices, including the Essential 8, and enforces high-level compliance controls.
- Cloud Strategy: Oversee the management and optimisation of Microsoft Azure and cloud-first environments.
Skills You’ll Bring and Develop
- Strategic Leadership: Capability to lead teams and support business growth.
- Stakeholder Management: Expert communication skills for managing client expectations and escalations.
- Project Management: Experience managing project lifecycles, resource capacity, and reporting.
- Technical Knowledge: Strong understanding of Hybrid-structured environments, Microsoft Azure, Intune, Networking, and the Essential 8 framework.
- Business Intelligence: Ability to leverage data for operational insights and reporting.
- MSP Experience: Previous experience working in a Managed Service Provider (MSP) environment is a benefit but not mandatory.
Why We’re Different
Unified IT stands out for the deep work we do in development and training of our team members. Some of our team have been with us for more than 14 years and continue to learn something new every day. The only constant in IT is change and we embrace it wholeheartedly, pushing each other to be 1% better every day.
This culminates in a team of warm, collaborative and committed people who are eager to assist each other and work in the best interests of the customer. We proudly sponsor Women 4 STEM and are committed to doing great work in the community.
How to Apply?
Contact Matt directly via mattf@unifiedit.com.au with your CV and a cover letter highlighting why you are the right fit for this role. Interested in learning more? Check out our website: www.unifiedit.com.au