Job Description

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Manager – Support & Managed Services

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n Location: Port Melbourne or Bendigo, VIC (Hybrid)
n Work Type: Full-Time
n Salary: up to $150,000 base + Superannuation

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About the Client

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Our client is a leading Australian technology partner delivering solution architecture, engineering, project delivery, and managed services to organisations across critical sectors, including healthcare.

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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.

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The Opportunity

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On behalf of our client, we are seeking an experienced Manager – Support & Managed Services to lead their support team and serve as the senior technical escalation point for clients.

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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.

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Key Responsibilities

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- Technical Leadership & Escalations: Act as the technical lead on major and escalated incidents, driving swift resolution and root-cause analysis.
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- Client Relationship Management:



Own service delivery for managed services accounts, leading regular service reviews and reporting on SLA/contract performance.
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- Hands-on Technical Support: Provide senior-level escalation support across networking (Secure Networking, Security), infrastructure, and Integrated Health platforms (e.g., Olinqua, Mobicall, Spectralink).
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- Continuous Improvement: Identify and execute proactive service improvements that permanently eliminate recurring technical issues.
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- Resource & Operations Management: Oversee workforce planning, rostering, and resource forecasting to stay ahead of client demand and the service pipeline.
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- Team Leadership & Coaching: Lead, mentor, and develop the support team through regular 1:1s, performance check-ins, and appraisals.
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- On-Call Oversight: Participate in and oversee the after-hours / on-call escalation roster.
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Essential Criteria

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- 8+ years of experience in IT support/managed services environments, including at least 2+ years in a team leadership or coordination role.
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- ITIL Certification (v4 or equivalent).
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- Current vendor networking certifications (e.g., Cisco, Fortinet, Aruba).
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- Robust,



hands-on technical troubleshooting capability across enterprise network and infrastructure environments.
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- Proven track record of managing client relationships and consistently hitting SLA/contractual commitments.
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- Hands-on experience utilizing ConnectWise or a comparable PSA / ITSM platform.
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- Exceptional communication and stakeholder management skills, with a calm, structured approach under pressure.
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- 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.
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Desirable / Highly Regarded:

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- AI & Automation: Experience applying AI or automation tools within service operations to streamline workflows, reduce ticket volumes, and speed up resolution times.
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- Practice Growth: Background in building, scaling, or maturing a managed services practice and establishing repeatable operating models.
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- Process Standardisation: Demonstrated ability to structure and standardise service processes and workflows across a team.
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What the Role Offers

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- Competitive Package: $150,000 base salary + Superannuation.
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- Senior Visibility: Direct line of sight and collaborative access to the General Manager.
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- Impactful Work: Mission-critical technology management supporting healthcare platforms that make a real difference.
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- Flexibility & Culture: Hybrid working model with office options in either Port Melbourne or Bendigo.
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📌 New Job Opening: Manager - Support & Managed Services in Port Melbourne, VIC
🏢 The Professional Search Group
📍 Melbourne