Technical Support Manager: Lead & Elevate Customer Experience

SOTI; City of Monash; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Professional development opportunities

Collaborative work environment

Exposure to emerging technologies

Job summary

SOTI is seeking a Manager of Technical Support in City of Monash, Victoria. This role involves leading a team of support engineers through various levels of technical challenges. You will monitor service quality, conduct performance meetings, and ensure operational excellence within the team.

The ideal candidate will have over 8 years of technical support experience, with at least 3 years in a management position. Enjoy working with collaborative teams, driving continuous improvement, and advancing your career at SOTI.

Qualifications

• 8+ years of experience in technical support.
• 3+ years in a leadership or management role.
• Strong foundation in technology.

Responsibilities

• Lead and manage a team of Team Leads and Technical Support Engineers.
• Ensure adherence to SLAs, response times, and service quality standards.
• Monitor support queues, escalations, and resolution effectiveness.

Skills

Technical support management

Computer networking principles

Analytical skills

Problem-solving skills

Customer service

Education

Degree or Diploma in Computer Networking, Information Technology, or Computer Science

Job description

SOTI is seeking a Manager of Technical Support in City of Monash, Victoria. This role involves leading a team of support engineers through various levels of technical challenges. You will monitor service quality, conduct performance meetings, and ensure operational excellence within the team.

The ideal candidate will have over 8 years of technical support experience, with at least 3 years in a management position. Enjoy working with collaborative teams, driving continuous improvement, and advancing your career at SOTI.