Service Support Manager jobs

What we're looking for:

We're looking for an experienced Service Delivery Manager to be based onsite at a Christian College in the Greater Western Sydney area. In this role you will be responsible for managing ICT technical team members and maintaining a strong service delivery culture.

• Proven people leader with experience developing, mentoring, and motivating technical teams
• Strong communicator who builds trust with staff and stakeholders at all levels
• Customer-focused mindset, able to balance service quality, commercial outcomes, and team wellbeing
• Calm under pressure, able to manage incidents, competing priorities, and escalations effectively
• Accountable and outcomes-driven, with a focus on continuous improvement
• Collaborative leader who fosters a positive, inclusive, and high-performance culture

Why NetStrategy?

A core tenet of NetStrategy’s long history of successful school partnerships is our understanding that technology is not the core business of a school, nor should it be. NetStrategy differs from other providers in the following way:

• Education Focused: NetStrategy is the only wholly education focused provider in the Australian market.
• Beyond IT support: As well as offering IT support services, NetStrategy provides specialised consulting and cybersecurity capability to our education clients.
• Location: Our support and operations teams are comprised of specialist staff located within Australia, supported by trusted offshore team members.
• Flexibility: NetStrategy understands the efficiencies gained by schools utilising our specialised staff, tools and services. While operating with a remote first approach, our staff are available to attend onsite when needed to support the school.
• Track Record: NetStrategy has over 35 years’ experience supporting the Australian K-12 education sector and is trusted by approximately 400 schools nationally.
• Collaborative Approach: NetStrategy believe in a truly collaborative approach, where we work alongside your IT team to ensure the best outcomes for your school while also upskilling of your team along the way.

Our Values

• Own It
• Go Further
• Lift Others
• Stay Grounded

More than just a role, NetStrategy will provide you with a career path and the satisfaction of knowing you are helping the lives of the next generations.

Skills and Experience

The successful applicant will demonstrate the following skills:

• Strong interpersonal and communication skills; capable of negotiating requirements with clients and managing staff to achieve the required outcomes.
• Proven experience with practical service delivery management including Service Management tools
• An ability to establish rapport, maintain, and build relationships with team members, clients including management level
• Real world experience with ITIL processes including such as Change Management, Problem Management, Incident Management, Event Management, and Service Level Management
• An ability to develop meaningful reporting, and detailed analysis
• Broad understanding of IT infrastructure and support environments, such as:

o end-user computing and service desk operations

o Microsoft 365, Azure / cloud services

o Networks, servers, and core infrastructure concepts

• Ability to engage confidently with engineers, understand technical risks, and challenge assumptions
• Demonstrated experience coaching and developing technical staff with the ability to set clear expectations, conduct performance conversations, and support career progression
• Experience building engaged, resilient teams, particularly in high-demand support environments
• Commitment to psychological safety, wellbeing, and sustainable workloads
• Experience with ConnectWise or in Independent Schools would be an advantage.

To join the NetStrategy team you need the following characteristics:

• Ability to adjust priorities and tasks based on customer needs and management direction.
• Manage time effectively, meet deadlines and achieve established goals and objectives
• Maintain knowledge of technologies and seeks out personal training to develop skills.

Note: NetStrategy is not in a position to offer visa sponsorship. Applications open to those with full Australian Work Rights. Only shortlisted candidates will be contacted.