Associate IT Manager

We are seeking a motivated and hands-on Associate IT Manager to support and lead day-to-day IT operations while developing and mentoring a team of IT Technicians. This role is ideal for someone with a strong technical support background who is ready to take the next step into leadership, training, and operational management.

The successful candidate will combine technical expertise with strong communication and coaching abilities to ensure efficient IT support delivery, continuous team development, and excellent service across the organisation.

Key Responsibilities

Team Leadership & Technician Development
Lead, support, and mentor IT Technicians in daily operational activities
Deliver ongoing coaching and training to improve technical knowledge, troubleshooting capability, and customer service skills
Assist in developing support staff
Promote best practices, accountability, and continuous improvement within the IT support team
Conduct knowledge-sharing sessions and document internal procedures and troubleshooting guides
Encourage professional development, certifications, and skills growth across the team
IT Support & Operations
Oversee the IT Help Desk and ensure timely resolution of incidents and service requests
Prioritise and manage support tickets based on urgency and business impact
Respond to and resolve hardware, software, networking, and user access issues
Support workstation setups, hardware installations, user permissions, and software deployments
Escalate complex technical issues where appropriate while maintaining ownership through resolution
Ensure accurate logging and tracking of incidents within the helpdesk system
Maintain compliance with IT policies, change management procedures, and regulatory requirements
Infrastructure & Systems Support
Support and maintain Windows operating systems, Active Directory, Office 365, Exchange, networking equipment, and virtualised environments
Assist with system upgrades, testing, configuration changes, and infrastructure improvements
Participate in project delivery and communicate progress, milestones, and risks effectively
Support backup systems, endpoint protection, firewalls, and network storage solutions

Requirements

• 3+ years’ experience in IT Support, Help Desk, or Systems Administration roles
• Previous experience mentoring, training, or supervising junior technicians is highly desirable

Strong understanding of

Windows Operating Systems

Active Directory

• Office 365 & Exchange
• Networking concepts including VLANs and managed switches
• VMware virtualisation
• DNS, DHCP, and endpoint security
• Excellent leadership, communication, and interpersonal skills
• Ability to explain technical concepts clearly to both technical and non-technical users
• Strong problem-solving and organisational abilities
• Ability to work independently while leading a collaborative support environment

Preferred Qualifications

• Cisco CCNA and/or Microsoft MCSA certifications
• Degree in Information Technology, Computer Science, or related field
• Experience working in fast-paced, service-oriented IT environments

Working Conditions

• Occasional after-hours or weekend support may be required
• Ability to lift and move IT equipment when necessary
• Occasional travel between office locations may be required

Benefits

Medical Plan

Vision Plan

Employer Paid Life Insurance

Employee Assistance Program

401K w/ Matching Contribution

Paid Company Holidays

Paid Time Off

Paid Parental Leave

Testronic Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Testronic Inc. is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact USHR@testroniclabs.com.

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Testronic is a global QA partner dedicated to empowering the next level in play. For over 25 years, we’ve served as a trusted extension of developer and publisher teams championing a player-focused, partner-first and outcomes-led approach to help our clients achieve success.