Technical Support & Service Delivery Manager

Gold Coast, QLD | Above $100K Base + Super | IT Services

- Permanent opportunity based on the Gold Coast, offering a salary above $100,000 base + super, depending on experience.
- Take ownership of complex technical escalations across Microsoft 365, Azure, Windows Server, networking, infrastructure and cybersecurity.
- Lead and develop technical support teams, driving service delivery standards, incident management and continuous improvement.
- For further information, please contact Eoin Meehan on [email protected] or call 0480 509 259.

WHO ARE WE?

We're partnering with an established Australian technology business delivering managed IT support, cloud, infrastructure and security solutions to a range of customers. With a solid focus on technical expertise, customer service and delivering reliable IT solutions, the business is looking to bring an experienced Technical Support & Service Delivery Manager into its team.

This is a fantastic opportunity for someone who enjoys combining hands‑on technical problem‑solving with leadership and operational responsibility. We're looking for someone who can take ownership of complex technical challenges, support the development of other engineers and drive improvements across the wider support function. You'll be working across a broad range of Microsoft technologies, cloud platforms, networking and infrastructure environments, with the opportunity to influence technical standards, improve service delivery and make a genuine impact on the performance of the wider business.

WHAT WILL YOU BE DOING?

As the Technical Support & Service Delivery Manager, you'll be responsible for overseeing the technical performance and quality of the IT support function while acting as the senior escalation point for complex technical issues. This is very much a hands‑on technical leadership position, where you'll be expected to investigate and resolve challenging incidents across Microsoft 365, Azure, Windows Server, networking, virtualisation and infrastructure environments.





You'll take ownership of major technical incidents, coordinating engineers and technical resources to ensure issues are resolved efficiently while maintaining clear communication with customers and internal stakeholders. A key part of your role will involve identifying root causes, implementing permanent solutions and ensuring technical issues are properly investigated rather than repeatedly resolved through temporary fixes.

Alongside your technical responsibilities, you'll oversee service delivery performance, manage escalations, monitor ticket queues and ensure support requests are resolved in line with agreed service levels. You'll work closely with technical team leaders and engineers, providing guidance, mentoring and support while identifying opportunities to improve processes, documentation and overall technical capability.

You'll also play an important role in maintaining technical standards across Microsoft cloud environments, networking, infrastructure and cybersecurity. This will include overseeing system maintenance, patching, backup and recovery processes, security practices and technical change management. You'll be involved in reviewing technical solutions, identifying opportunities for automation and working with the wider business to improve the reliability and efficiency of customer environments.

The ideal person will be equally comfortable troubleshooting a complex infrastructure issue, leading a major incident or helping other technical leaders improve the performance of their teams.

WHAT YOU NEED TO HAVE...

- 5+ years of experience across IT Support, Infrastructure, Systems Engineering or similar technical positions, ideally within an MSP or IT services environment.
- Strong experience in senior technical escalation or technical leadership positions, with the ability to independently troubleshoot and resolve complex Level 2 and Level 3 infrastructure issues.
- Previous experience leading or managing technical support engineers, including coaching, mentoring, performance management and improving overall team capability.
- Advanced hands‑on experience across Microsoft 365, includi

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