Technical Support Manager

Telair Pty Ltd · Brisbane QLD or Perth · Full time

Telair is one of Australia's longest‑standing independent business telco providers: 20 years in business, growing quick, and known for actually answering the phone when customers call. As we scale our support function, we're hiring a Technical Support Manager to own the operational and people leadership of our Technical Support team across Brisbane and Perth.

Full‑time, permanent, based in‑office five days a week at our Brisbane or Perth offices.

What you’ll do

- Lead and manage the Technical Support team across Brisbane and Perth: Technical Support Specialists, Senior Technical Support Specialists, and Network Support Specialists.
- Own rostering, resourcing, and workload distribution for reliable coverage across extended business hours and both locations.
- Run daily standups, hold regular 1:1s, conduct performance reviews, and drive a structured training and development programme.
- Act as the senior point of contact for high‑impact, sensitive, or cross‑team customer escalations.
- Own the ticket QA programme, reviewing resolutions for accuracy, completeness, and SLA compliance, and giving structured feedback.
- Own the configuration and continuous improvement of the ticketing platform: workflows, automations, SLA rules, dashboards, and integrations.
- Identify and implement AI tools, automations, and smart workflows to lift efficiency and reduce manual overhead.
- Align SLAs to business commitments across phone, tickets, and chat, and run the NPS programme.
- Define and track team and individual KPIs, and produce monthly and quarterly performance reporting for the CTO.




- Route work requiring core network change to Network Engineering, while the helpdesk retains ownership of diagnosis and first‑line resolution.

About you

- Proven people leadership in a helpdesk, service desk, or technical support environment, with a track record of building high‑performing teams.
- Solid telecommunications support background, enough to lead a technical team credibly, assist on complex tickets, and engage confidently with escalated customers.
- Strong operational management: rostering, SLA ownership, workload balancing, and escalation management.
- Demonstrated experience owning and optimising a ticketing / customer service platform.
- Data‑driven, comfortable with KPI definition, reporting, and using metrics to drive real improvement.
- Proven ability to implement process automations, AI tools, or workflow improvements in a support environment.
- Excellent communication and coaching skills across technical and non‑technical stakeholders.

Strongly preferred

- Familiarity with ITIL frameworks or formal problem management.
- Experience in telecommunications or ISP support environments.
- Experience with Nuclino, Confluence, or equivalent knowledge management platforms.
- Familiarity with Yealink, Webex, NBN, or similar technologies in our product stack.

Why Telair

- 20 years in business, independently owned, profitable and growing.
- A genuinely leadership‑focused role: you'll build the function, not firefight it.
- Strong technical and network engineering teams behind you, and a CTO who answers questions.
- Brisbane or Perth based, office‑based: we work together, not behind a screen.
- Values‑led: we say what we mean, we follow through, and we look after our customers and our team.

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📌 Technical Support Manager (Perth)
🏢 Telair
📍 Perth