IT Infrastructure & Support Leader

IT Infrastructure & Support Leader

Sydney

Full time

About NEXTGEN, an Exclusive Networks Company. 

NEXTGEN, an Exclusive Networks Company, is a unique, next-generation business model, helping drive growth for technology vendors, reseller partners, and end-customers. We specialise in offering a carefully curated and complementary portfolio of leading enterprise software and value-added cloud solutions. 

Our collaborative approach makes it easy for technology partners to do business with scaling startups through to globally recognised blue-chip vendors offering innovative and evolving product solutions and services

DUTIES AND RESPONSIBILITIES | About the role

This role will report to Director of Technology

1. Internal IT Operations & End-User Support

• Own and manage Level 1–2 internal IT support across the organisation
• Manage junior IT support staff, including task allocation, coaching, and performance feedback
• Act as escalation point for complex end-user issues
• Ensure timely resolution of incidents, requests, and problems
• Maintain high user satisfaction through clear communication and service standards

2. Infrastructure & Systems Management

• Manage internal infrastructure including:
• Microsoft 365 / Entra ID (Azure AD)
• End-user devices (Windows/macOS)
• Identity, access, and endpoint security
• Core internal systems and integrations
• Liaise with corporate Head Office IT teams in Europe to align on best-practice infrastructure and security standards, and ensure their effective adoption in the Australia/New Zealand business context
• Coordinate with external MSPs and vendors where applicable
• Ensure system availability, performance, and resilience

3. Security, Access & Compliance

• Oversee user provisioning, access controls, and on/off-boarding processes carried out by the MSP.
• Enforce IT security policies, MFA, device compliance, and patching
• Support internal audits, risk assessments, and compliance requirements
• Act as first responder for IT security incidents

4. Supplier & MSP Oversight

• Day-to-day operational management of the infrastructure Managed Service Provider (MSP)
• Ensure MSPs deliver services in line with contractual scope, responsibilities, and SLAs
• Validate, prioritise, and track support tickets raised with third-party providers
• Maintain a regular review cadence with the MSP to assess performance, issues, and continuous improvement.

5. IT Asset, Environment Management & Process Improvement

• Maintain accurate asset registers (hardware, software, licences)
• Oversee device lifecycle management (procurement, deployment, replacement)
• Optimise licensing and internal IT costs
• Create and maintain clear documentation, runbooks, and SOPs

6. People Leadership & Team Management

• Manage and develop junior IT support staff
• Set clear expectations, priorities, and day-to-day workload for the IT support function
• Support onboarding, training, and ongoing capability development of IT support team members
• Foster a professional, service-oriented, and accountable IT support culture

QUALIFICATIONS AND EXPERIENCE | About you

Technical Skills

• Extensive, hands-on experience with Microsoft end-user computing and infrastructure
• Deep technical knowledge of Microsoft 365, Azure, Exchange, Entra ID, Intune, endpoint security, and device management
• Strong expertise managing Windows endpoints (policies, patching, compliance, hardening)
• Solid understanding of networking, identity, security, and SaaS environments
• Proven ability to operate in a highly hands-on capacity while leading others
• Experience working with MSPs and external suppliers

Professional Experience & Education

• 5+ years in internal IT support, infrastructure, or IT operations roles
• Bachelor’s degree or higher in a STEM discipline (e.g. Information Technology, Computer Science, Engineering, or related field)
• Proven experience acting as a senior escalation or lead support role
• Experience in a mid-size corporate or enterprise environment

Personal Attributes

• Highly organised, punctual with strong ownership mentality
• Calm, methodical, and pragmatic under pressure
• Strong communication skills with technical and non-technical stakeholders
• Comfortable operating autonomously with clear accountability

Desirable (Nice to Have) 

• Relevant Microsoft certifications, such as:
• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Enterprise Administrator Expert
• Experience with Jira and Confluence tools
• Exposure to cybersecurity frameworks and audit processes
• Background supporting CRM, ERP, or business applications

Only applicants with full working rights in Australia will be considered.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information.

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If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.