Job Description
Technical Support Manager
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Telair Pty Ltd · Brisbane QLD or Perth · Full time
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Telair is one of Australia's longest‐standing independent business telco providers: 20 years in business, growing fast, 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.
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Full‐time, permanent, based in‐office five days a week at our Brisbane or Perth offices.
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What you'll do
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- Lead and manage the Technical Support team across Brisbane and Perth: Technical Support Specialists, Senior Technical Support Specialists, and Network Support Specialists.
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- Own rostering, resourcing, and workload distribution for reliable coverage across extended business hours and both locations.
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- Run daily standups, hold regular 1:1s, conduct performance reviews, and drive a structured training and development programme.
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- Act as the senior point of contact for high‐impact, sensitive, or cross‐team customer escalations.
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- Own the ticket QA programme, reviewing resolutions for accuracy, completeness, and SLA compliance, and giving structured feedback.
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- Own the configuration and continuous improvement of the ticketing platform: workflows, automations, SLA rules, dashboards, and integrations.
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- Identify and implement AI tools, automations, and smart workflows to lift efficiency and reduce manual overhead.
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- Align SLAs to business commitments across phone, tickets, and chat, and run the NPS programme.
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- Define and track team and individual KPIs, and produce monthly and quarterly performance reporting for the CTO.
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- Route work requiring core network change to Network Engineering,
while the helpdesk retains ownership of diagnosis and first‐line resolution.
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About you
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- Proven people leadership in a helpdesk, service desk, or technical support environment, with a track record of building high‐performing teams.
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- Solid telecommunications support background, enough to lead a technical team credibly, assist on complex tickets, and engage confidently with escalated customers.
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- Solid operational management: rostering, SLA ownership, workload balancing, and escalation management.
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- Demonstrated experience owning and optimising a ticketing / customer service platform.
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- Data‐driven, comfortable with KPI definition, reporting, and using metrics to drive real improvement.
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- Proven ability to implement process automations, AI tools, or workflow improvements in a support environment.
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- Excellent communication and coaching skills across technical and non‐technical stakeholders.
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Strongly preferred
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- Familiarity with ITIL frameworks or formal problem management.
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- Experience in telecommunications or ISP support environments.
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- Experience with Nuclino, Confluence, or equivalent knowledge management platforms.
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- Familiarity with Yealink, Webex, NBN, or similar technologies in our product stack.
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Why Telair
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- 20 years in business, independently owned, profitable and growing.
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- A genuinely leadership‐focused role: you'll build the function, not firefight it.
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- Strong technical and network engineering teams behind you, and a CTO who answers questions.
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- Brisbane or Perth based, office‐based: we work together, not behind a screen.
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- 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