Manager - Support & Managed Services
- Lead the support team and serve as the senior technical escalation point for clients.
- Drive major incident resolution and own client service delivery relationships.
- Mentor a high-performing team while overseeing workforce planning and resource management.
Job Description
Manager – Support & Managed Services
Location: Port Melbourne or Bendigo, VIC (Hybrid)
Work Type: Full-Time
Salary: up to $150,000 base + Superannuation
About the Client
Our client is a leading Australian technology partner delivering solution architecture, engineering, project delivery, and managed services to organisations across critical sectors, including healthcare.
Their Support & Managed Services practice keeps mission-critical technology running—from core network and infrastructure environments through to specialised Integrated Health platforms that clinical teams depend on daily. They take pride in solving complex technology challenges through a team genuinely dedicated to outcomes.
The Opportunity
On behalf of our client, we are seeking an experienced Manager – Support & Managed Services to lead their support team and serve as the senior technical escalation point for clients.
This is a hands-on, “player-coach” leadership role. The successful candidate will drive major incident resolution, own client service delivery relationships, and mentor a capable, high-performing team. Reporting directly to the General Manager – Solutions & Services, this position plays a pivotal role in driving the growth, maturity, and operational excellence of the practice.
Key Responsibilities
- Technical Leadership & Escalations: Act as the technical lead on major and escalated incidents, driving swift resolution and root-cause analysis.
- Client Relationship Management: Own service delivery for managed services accounts, leading regular service reviews and reporting on SLA/contract performance.
- Hands-on Technical Support: Provide senior-level escalation support across networking (Secure Networking, Security), infrastructure, and Integrated Health platforms (e.g., Olinqua, Mobicall, Spectralink).
- Continuous Improvement: Identify and execute proactive service improvements that permanently eliminate recurring technical issues.
- Resource & Operations Management: Oversee workforce planning, rostering, and resource forecasting to stay ahead of client demand and the service pipeline.
- Team Leadership & Coaching: Lead, mentor, and develop the support team through regular 1:1s, performance check-ins, and appraisals.
- On-Call Oversight: Participate in and oversee the after-hours / on-call escalation roster.
Essential Criteria
- 8+ years of experience in IT support/managed services environments, including at least 2+ years in a team leadership or coordination role.
- ITIL Certification (v4 or equivalent).
- Current vendor networking certifications (e.g., Cisco, Fortinet, Aruba).
- Strong, hands-on technical troubleshooting capability across enterprise network and infrastructure environments.
- Proven track record of managing client relationships and consistently hitting SLA/contractual commitments.
- Hands-on experience utilizing ConnectWise or a comparable PSA / ITSM platform.
- Exceptional communication and stakeholder management skills, with a calm, structured approach under pressure.
- Requirements: Australian Citizen or Permanent Resident with full working rights, a valid Australian driver’s license, and access to a personal vehicle for work use.
Desirable / Highly Regarded:
- AI & Automation: Experience applying AI or automation tools within service operations to streamline workflows, reduce ticket volumes, and speed up resolution times.
- Practice Growth: Background in building, scaling, or maturing a managed services practice and establishing repeatable operating models.
- Process Standardisation: Demonstrated ability to structure and standardise service processes and workflows across a team.
What the Role Offers
- Competitive Package: $150,000 base salary + Superannuation.
- Senior Visibility: Direct line of sight and collaborative access to the General Manager.
- Impactful Work: Mission-critical technology management supporting healthcare platforms that make a real difference.
- Flexibility & Culture: Hybrid working model with office options in either Port Melbourne or Bendigo.
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