IT Support Manager

Company Overview:

Mitrade is an award-winning global Contract for Difference (CFD) and forex broker, regulated by authorities in Australia (ASIC), Cyprus (CySEC), the Cayman Islands (CIMA), Mauritius (FSC), South Africa (FSCA) and the United Arab Emirates (CMA). We were founded in Melbourne, Australia and have offices worldwide.

Leveraging our proprietary in-house state-of-the-art technology, Mitrade has developed a one-stop digital trading platform tailored for investors. We offer market data, news and analysis, as well as trading and risk management services within a comprehensive user-centric FinTech ecosystem.

Serving over seven million users worldwide, Mitrade offers unmatched accessibility across mobile (iOS and Android), desktop, and web platforms.

Role Summary:

We are currently seeking an IT Support Manager to lead and enhance our IT support function, ensuring reliable, secure, and user-centric technology services across the organization. This role sits at the intersection of IT service management, end-user computing, governance, and operational excellence.

You will drive the delivery of resilient IT support services, establish governance frameworks and policies, ensure compliance with security and operational standards, and lead a small support team alongside external vendors.

What would be your Responsibilities:

• Manage day-to-day IT Support operations (L1 – L2), incident and request fulfilment, SLA monitoring and continuous improvement.
• Develop, implement and maintain IT governance, policies and standards covering IT service management, asset management, acceptable use, AI usage security, endpoint security, and change management.
• Establish and run ITSM processes (incident, problem, change, request, knowledge) and ensure adherence across regions; manage the IT ticketing system and reporting.
• Drive IT compliance with internal controls and external regulations (e.g., data protection laws relevant to Mitrade markets); coordinate audits and remediation.
• Lead workforce devices lifecycle and asset management (procurement, deployment, maintenance, disposal) with cost optimization.
• Define and track KPIs/SLAs; produce operational dashboards and monthly performance reports for senior leadership.
• Manage vendor relationships and contracts for support tools, endpoint security, device procurement, and managed services.
• Coach, mentor and build capability within the support team; handle staffing, performance reviews and succession planning.
• Partner with HR, Security, Infrastructure and Compliance to align policies and rollout global changes.
• Own business continuity and IT operational readiness for end user services; contribute to tabletop exercises and incident response coordination.
• Drive user training and communications for major IT initiatives, security awareness and policy changes.

What we Require from you:

• 5–8 years in IT support/operations roles supporting global users.
• Proven experience developing and enforcing IT governance, policies and ITSM processes.
• Strong hands-on administration across Microsoft 365, Windows and macOS: endpoint management (Intune MDM/MAM, Autopilot, patch and asset management), identity & access (Entra ID, Conditional Access), and M365 workloads (Exchange, Teams, SharePoint).
• Working knowledge of endpoint security and application control (Microsoft Defender for Endpoint, WDAC), and data governance tooling (DLP, eDiscovery)
• Administration experience with Atlassian tools (Jira, Jira Service Management, Confluence) and ITSM best practices.
• Experience managing vendors and procurement for hardware and managed services.
• Good understanding of data protection/regulatory requirements across APAC/EU/EMEA (practical, not legal specialist).
• Excellent stakeholder management, written and verbal communication skills.
• Analytical mindset with experience reporting KPIs/OKRs and improving operational metrics.
• Tactful handling of confidential or sensitive information.
• Proficiency in both spoken and written English and Mandarin is highly preferred, as the role involves regular coordination with Mandarin-speaking stakeholders across the region