We need an IT Operations Manager
IT Operations Manager – Lead Technology Operations at Australia’s Largest Personal Injury Firm
Sydney CBD (Primary) | Offices across Parramatta, Newcastle, Melbourne CBD & Ringwood
Full-time | Newly Created 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 now looking for a highly capable and forward-thinking IT Operations Manager to lead the operational heartbeat 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
The IT Operations Manager is responsible for ensuring the reliability, stability, performance, and security of Law Partners’ core technology environment. You’ll oversee day-to-day IT operations across the firm, including service desk, infrastructure, unified communications, telephony, and full asset lifecycle management.
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.
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
- Own the 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.
- Ensure SLA compliance, value for money and strong vendor performance.
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.
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 technical depth, excellent operational discipline and a passion for delivering outstanding service — we’d love to hear from you.
Apply now and help shape the next chapter of Law Partners’ technology evolution.
DETAILS TO REGISTER FOR THIS JOB:
NOTE: Apply to this job with an ATS-friendly CV!
https://lawpartners.com.au/workingatlawpartners/current-opportunities#NOTE: Apply to this job with an ATS-friendly CV!
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