Manager - Support & Managed Services

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.