Job Description
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 experiencedManager – Support & Managed Servicesto 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 experiencein IT support/managed services environments, including at least2+ yearsin 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 utilizingConnectWiseor 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.

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