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.
The prospect
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 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.
The opportunity
This is a leadership role, not a queue role.
You'll own daily operations, SLA delivery, team development, and the platforms that underpin support, reporting directly to the CTO.
The team handles fault diagnosis and restoration across our full product set: fibre, copper and wireless Ethernet, SD-WAN, NBN, hosted voice (Webex and MyCloudPBX), SIP trunks, and managed IT.
You'll be technically credible enough to step into the queue on a complex ticket or cover an absence, but the real job is building a team that doesn't need you in the queue.
Beyond reliable day-to-day delivery, the distinctive part of this role is the systems and continuous-improvement work: platform optimisation, automation, QA, SOPs, and reporting maturity.
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.
#J-*****-Ljbffr

📌 Technical Support Manager (Brisbane)
🏢 Telair
📍 Brisbane