Technical Support & Service Delivery Manager

Searchability®; Gold Coast City; On-site; AUD 90,000 - 110,000; Full time

Job summary

Searchability® is seeking a Technical Support & Service Delivery Manager on the Gold Coast, Australia. This permanent role offers a base salary above $100K plus super, reflecting experience and responsibilities in IT services.

You will own complex escalations across Microsoft 365, Azure, Windows Server, networking, and cybersecurity, lead support teams, and drive service delivery standards, incident management, and continuous improvement.

Qualifications

• 5+ years in IT Support, Infrastructure or Systems Engineering in an MSP/IT services context.
• Strong senior escalation or leadership experience, able to troubleshoot Level 2/3 infrastructure issues.
• Experience leading/coaching technical support engineers and improving team capability.
• Advanced hands-on experience with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
• Knowledge of Azure cloud, VMs, networking and identity integration.
• Broad Windows Server administration, AD, DNS, DHCP, GPO.

Responsibilities

• Oversee technical performance and quality of IT support, acting as senior escalation point for complex issues.
• Investigate and resolve major incidents, coordinating engineers and resources.
• Identify root causes and implement permanent solutions to reduce repeats.
• Manage service delivery performance, SLA adherence and ticket queues.
• Guide and mentor engineers, drive process improvements and documentation.
• Maintain standards across Microsoft cloud, networking, security, and infrastructure.

Skills

IT Support

Infrastructure

Systems Engineering

MSP experience

Technical escalation

Leadership

Coaching

Mentoring

Service delivery

Incident management

Automation

PowerShell scripting

Job description

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 [e-mail] 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 strong 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, including Exchange Online, Teams, SharePoint, OneDrive and associated administration and troubleshooting.


• Strong Microsoft Azure knowledge, including cloud infrastructure, virtual machines, virtual networking, identity integration and troubleshooting.


• Extensive experience with Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, server administration and infrastructure troubleshooting.


• Strong understanding of Microsoft Entra ID, Intune, endpoint management, authentication, Conditional Access and identity security.


• Solid networking expertise, including routing, switching, VLANs, VPNs, firewalls, wireless networks and troubleshooting complex connectivity issues.


• Experience working with virtualisation technologies such as VMware, Hyper‑V or similar platforms.


• Exposure to AWS infrastructure, including core cloud services, networking and identity management.


• Strong understanding of cybersecurity best practices, including MFA, endpoint protection, access controls, system hardening and security incident response.


• Experience with backup and disaster recovery solutions, including monitoring, troubleshooting and recovery testing.


• Proven ability to manage major technical incidents, coordinate escalations, identify root causes and implement effective long‑term solutions.


• Experience overseeing service desk operations, including SLA performance, ticket management, incident prioritisation and improving overall service quality.


• Strong technical documentation skills, with an understanding of change management, technical standards and infrastructure best practices.


• Experience identifying opportunities for automation, scripting, process improvements and reducing recurring technical issues.


• Strong communication and stakeholder management skills, with the confidence to engage with customers, technical teams and senior management.


• A proactive approach to leadership, with the ability to take ownership of technical challenges, develop engineers and drive continuous improvement.

Additional experience with PowerShell scripting, automation, ITIL practices or relevant Microsoft and networking certifications would be highly regarded.

A current driver's licence and willingness to travel to other Queensland locations and customer sites as required will also be important for this position.