Manager - Support and Delivery Teams
We are looking for someone with experience leading, mentoring and developing technical support teams (L1-3) and managed services delivery teams lead the resolution of complex technical incidents and service escalations providing senior technical support across networking, security and infrastructure.
They have processes in place but as they are entering a growth phase and looking to ramp up their managed services business so any experience elevating the team, processes, procedures and adopting automation and AI into their environment is a great to have.
You will manage client relationships, service reviews and SLA performance, drive continuous service improvements and resolve recurring issues. Plan team resources and manage workload across support services, maintain service, incident and operational reporting.
The successful candidate will be responsible for leading service delivery operations, managing team performance, driving customer outcomes, and contributing to the continued growth and maturity of the managed services practice.
What We're Looking For
- A few years expereince managing a team as well as prior experience in IT support or managed services
- Industry networking certifications and ITIL v4 (or equivalent)
- Fands-on exp supporting networking and infrastructure environments.
- Experience managing client relationships and delivering against SLAs.
- Experience using a PSA or IT service management platform
On Offer
A salary $150,000 + Super. Start Date: As soon as practical
PLease APPLY asap and/or email Peter Murphy peter@halcyonknights.com.au
