Information Technology Support Manager

Company Overview

Mitrade is a globally recognized, award-winning Contract for Difference (CFD) and forex brokerage operating under the regulation of diverse authorities including ASIC (Australia), CySEC (Cyprus), CIMA (Cayman Islands), FSC (Mauritius), FSCA (South Africa), and CMA (UAE). Established in Melbourne, Australia, the company maintains offices internationally. Utilizing proprietary cutting-edge technology, Mitrade has created a comprehensive digital trading platform designed specifically for investors, providing market data, news, analysis, and integrated trading as well as risk management services through a user-focused FinTech ecosystem. Serving more than seven million users around the world, Mitrade's platforms are accessible via mobile (iOS and Android), desktop, and web interfaces.

Role Summary

We are seeking an IT Support Manager responsible for spearheading and improving our IT support operations, ensuring dependable, secure, and user-oriented technology services throughout the organization. The role bridges IT service management, end-user computing, governance, and operational excellence.

Responsibilities

• Oversee daily IT Support operations including Level 1 and Level 2 support, incident handling, request fulfillment, SLA monitoring, and drive continuous enhancements.
• Create, implement, and uphold IT governance frameworks, policies, and standards covering service management, asset and endpoint security, acceptable use, AI security, and change management.
• Develop and administer ITSM processes such as incident, problem, change, request and knowledge management; manage IT ticketing systems and reporting to ensure compliance across geographic regions.
• Ensure IT compliance with internal controls and pertinent external regulations, e.g., data protection laws applicable in Mitrade markets; coordinate audits and corrective actions.
• Manage the entire lifecycle of workforce devices and assets, including procurement, deployment, maintenance, and disposal while optimizing costs.
• Establish and monitor KPIs and SLAs, producing operational dashboards and monthly reports for senior leadership review.
• Handle vendor partnerships and contracts related to support platforms, endpoint security, device procurement, and managed services.
• Provide leadership, coaching, and development for the support team including staffing decisions, performance evaluations, and succession planning.
• Collaborate with HR, Security, Infrastructure, and Compliance teams to align policies and implement global changes.
• Lead business continuity planning and operational readiness for end-user IT services, contributing to tabletop exercises and incident response activities.
• Facilitate user training and communications relating to major IT initiatives, updates in security awareness, and policy modifications.

Requirements

• Between 5 and 8 years of experience in IT support or operations with exposure to global user environments.
• Demonstrated success in developing and enforcing IT governance policies and ITSM best practices.
• Strong practical expertise in administering Microsoft 365, Windows, and macOS environments with skills in endpoint management tools like Intune MDM/MAM and Autopilot, including patching and asset control.
• Experience managing identity and access frameworks (Entra ID, Conditional Access), as well as Microsoft 365 services such as Exchange, Teams, and SharePoint.
• Knowledge of endpoint security measures and application control tools including Microsoft Defender for Endpoint and Windows Defender Application Control (WDAC), along with data governance technologies like DLP and eDiscovery.
• Proficient in using Atlassian products such as Jira, Jira Service Management, and Confluence within ITSM contexts.
• Experience in managing vendors and procurement processes for hardware and outsourced managed IT services.
• A solid understanding of data privacy and regulatory requirements across APAC, EU, and EMEA regions from a practical standpoint.
• Excellent interpersonal and written communication skills for effective stakeholder management.
• Strong analytical abilities, including reporting on KPIs and operational metrics improvement.
• Discretion and professionalism when dealing with confidential or sensitive matters.
• Fluency in both English and Mandarin (spoken and written) is highly valuable due to engagement with Mandarin-speaking stakeholders in the region.