IT Operations Manager

IT Operations Manager – Lead Technology Operations at Australia’s Largest Personal Injury Firm

Sydney CBD (Primary) | Offices across Parramatta, Newcastle, Melbourne

Full-time | Leadership Role

At Law Partners, we’re not your typical law firm.

We’re Australia’s largest specialist personal injury practice: award-winning, client-centred, and powered by a warm, collaborative culture that sets us apart. With modern offices across the east coast and a strong focus on innovation, we’re continuing to grow fast.

We’re looking for a highly capable and forward-thinking IT Operations Manager to lead the operation of our technology environment.

If you’re passionate about driving stability, performance and exceptional service experiences and you want to make a meaningful impact in a firm that genuinely cares about people, this is the role for you.

About the Role

This role works in close partnership with the Head of Technology, supporting the execution of the firm’s technology roadmap through strong operational governance, planning, documentation, vendor coordination and delivery discipline. The IT Operations Manager plays a critical role in translating strategy into reliable day-to-day execution.

This role is central to delivering high-quality experiences for both clients and staff. You will lead operational excellence, manage vendors, handle major incidents, and drive continuous improvement across all support and infrastructure functions.

Key Responsibilities:

IT Operations Leadership

• Lead and manage the helpdesk team.

• Establish disciplined operational rhythms and performance tracking.

• Develop policies, standards and procedures to lift service quality.

• Establish clear operational governance, delivery cadence and decision forums to support predictable execution and escalation.

• Partner closely with the Head of Technology to translate strategic priorities into executable operational plans, timelines and resourcing.

Service Desk Management

• Oversee Level 1–2 support, ensuring fast and effective resolution.

• Maintain SLA compliance and optimise escalation processes.

• Introduce knowledge base tools, automation and self-service capability.

• Build a customer-centric, service-driven culture.

Infrastructure & Systems

• Together with the managed service provider manage on-prem and cloud infrastructure, networks, servers and endpoints.

• Oversee monitoring, capacity management, patching and performance.

• Ensure robust backup, DR and business continuity processes.

• Maintain a secure and stable M365/Azure environment.

• Implement observability, alerting and operational dashboards.

Unified Communications & Telephony

• Together with the managed service provider manage and optimise telephony and collaboration systems.

• Maintain reliability and call quality across client-critical channels.

• Support readiness for office expansions and new sites.

IT Asset Management & Procurement

• Manages full lifecycle of all IT assets.

• Oversee procurement, inventory, licensing and vendor coordination.

• Forecast needs for office growth and refresh cycles.

Incident, Problem & Change Management

• Lead major incident response and root-cause analysis.

• Implement structured problem management to prevent repeat issues.

• Ensure operational readiness for changes and upgrades.

• Maintain continuity for client-critical systems and contribute to DR planning.

Vendor & Partner Management

• Manage MSPs, telephony partners and hardware/software vendors.

• Optimise MSP operating model to build greater IT process maturity and leverage the internal team for high value tasks.

• Ensure SLA compliance, value for money and strong vendor performance.

• Act as a commercial and operational counterbalance to vendors, ensuring recommendations are challenged, options are clearly articulated and decisions support the IT roadmap.

Risk, Security & Compliance

• Work closely with managed service providers to embed security standards.

• Maintain compliance with policies, access controls and operational safeguards.

• Support vulnerability remediation and deliver clear communication during incidents.

Automation & Continuous Improvement

• Identify opportunities to automate, optimise and reduce manual workload.

• Analyse trends and recurring issues to drive root-cause solutions.

• Champion proactive detection and reliability improvements.

Team Leadership & Development

• Recruit, mentor and develop a high-performing helpdesk team.

• Set clear KPIs, service standards and foster cross-functional collaboration.

• Build a culture of accountability and continuous improvement.

Budget & Cost Management

• Manage the operational IT budget and asset refresh cycles.

• Forecast hardware, licensing and telephony costs.

• Ensure disciplined cost allocation and financial transparency.

• Support the Head of Technology with budget planning, scenario analysis and investment trade-offs, providing clear inputs to decision-making.

Why Join Law Partners?

✨ A genuinely supportive, people-first culture — we pride ourselves on empathy, collaboration and celebrating success.

🏆 Award-winning firm with strong leadership and rapid growth.

🏢 Beautiful modern offices in Sydney CBD, Parramatta, Newcastle, Melbourne CBD and Ringwood.

🚀 Opportunities to influence and innovate in a newly created, highly strategic role.

🤝 A workplace that values balance, offers social events throughout the year, and supports flexible working where appropriate.

Ready to Lead IT Operations at a Firm That Makes a Real Difference?

If you’re a hands-on leader with strong operational judgement, the ability to work across technical and non-technical domains and have a passion for building reliable, well-run environments, we’d love to hear from you.

Apply now and help shape the next chapter of Law Partners’ technology evolution.