Job Title

Manager - Support & Managed Services

Reporting

Direct Manager: GM - Solutions & Services

Location

Melbourne or Bendigo

Experience Required

8 - 10+ years

Employment Type

Full time Employment

About ArchiTech

ArchiTech is a leading Australian technology partner delivering solution architecture, engineering, project delivery and managed services to clients across sectors including healthcare. Our Support & Managed Services practice keeps mission‑critical technology running from network and infrastructure environments through to specialised Integrated Health platforms that clinical teams depend on every day. We solve technology and evolve business, and we do it through a team that genuinely cares about outcomes.

The Opportunity

We are looking for an experienced Manager - Support & Managed Services to lead our support and managed services team and act as the senior technical escalation point for our clients. As a hands‑on player‑coach role you will lead major incidents and complex escalations from the front, own the service delivery relationship with clients, and build a capable, engaged and high‑performing team. You will report directly to the General Manager - Solutions & Services and play a pivotal part in the growth and maturity of the practice.

Responsibilities

- Act as the technical lead on escalated and major incidents, driving timely resolution and thorough root‑cause analysis.
- Own the service delivery relationship for managed services clients, leading service reviews and reporting on SLA and contract performance.
- Provide senior, hands‑on support across network (Secure Networking, Security) and infrastructure and Integrated Health platforms (like Olinqua, Mobicall, Spectralink).
- Identify and progress proactive service improvements that permanently resolve recurring issues.
- Own workforce planning, roster and resource forecasting,



keeping ahead of demand and the service pipeline.
- Lead, coach and develop the team, running regular 1:1s, performance check‑ins and appraisals.
- Ensure accurate, timely incident, status and service reporting.
- Participate in and oversee the after‑hours / on‑call escalation roster.

Qualifications

- 8+ years experience in support / managed services, including at least 2 years leading or coordinating a team.
- ITIL (v4 or equivalent) certification.
- Current vendor networking certifications (Cisco, Fortinet, Aruba).
- Strong hands‑on technical troubleshooting across network and infrastructure environments.
- A track record of owning client service relationships and meeting SLA and contractual commitments.
- Experience with ConnectWise or a comparable PSA / ITSM platform.
- Excellent communication and stakeholder‑management skills, and a calm, structured approach under pressure.
- Australian Citizen or Permanent Resident with full working rights, a valid Australian driver's licence, and a vehicle available for work use.

Preferred

- Applied AI or automation to streamline support and managed services by reducing manual effort, ticket volumes or resolution times.
- Experience introducing AI and automation into service operations to improve efficiency, consistency and response times.
- Built or matured a managed services practice - establishing the operating model and setting it up to scale.
- Structured and standardised service processes and workflows, embedding consistent, repeatable ways of working across the team.

Benefits

- A senior leadership role with direct access to, and influence with, the General Manager.
- Meaningful, mission‑critical work supporting the platforms clinical teams rely on.
- Hybrid working and a supportive, values‑led team culture.
- Genuine investment in your certifications, development and growth opportunities.

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