Technical Support Manager

Telair is one of Australia's longest‑standing independent business telco providers: 20 years in business, growing fast, and known for actually answering the phone when customers call.

Position

Technical Support Manager – Telair Pty Ltd

• Location: Brisbane QLD or Perth
• Full time, permanent
• In‑office 5 days a week

Overview

This is a leadership role, not a queue role. You will own daily operations, SLA delivery, team development, and the platforms that underpin support, reporting directly to the CTO. The team handles fault diagnosis and restoration across fibre, copper, wireless Ethernet, SD‑WAN, NBN, hosted voice (Webex & MyCloudPBX), SIP trunks, and managed IT.

As a technical leader you will step into the queue on a complex ticket or cover an absence if needed, but the primary focus is building a team that does not require your daily presence. In addition to reliable day‑to‑day delivery, the role involves systems and continuous‑improvement work: platform optimisation, automation, QA, SOPs, and reporting maturity.

What you'll do

• Lead and manage the Technical Support team across Brisbane and Perth: Technical Support Specialists, Senior Technical Support Specialists, and Network Support Specialists.
• Own rostering, resourcing, and workload distribution for reliable coverage across extended business hours and both locations.
• Run daily stand‑ups, hold regular 1:1s, conduct performance reviews, and drive a structured training and development programme.
• Act as the senior point of contact for high‑impact, sensitive, or cross‑team customer escalations.
• Own the ticket QA programme, reviewing resolutions for accuracy, completeness, and SLA compliance, and giving structured feedback.
• Own the configuration and continuous improvement of the ticketing platform: workflows, automations, SLA rules, dashboards, and integrations.
• Identify and implement AI tools, automations, and smart workflows to lift efficiency and reduce manual overhead.
• Align SLAs to business commitments across phone, tickets, and chat, and run the NPS programme.
• Define and track team and individual KPIs, and produce monthly and quarterly performance reporting for the CTO.
• Route work requiring core network change to Network Engineering, while the helpdesk retains ownership of diagnosis and first‑line resolution.

About you

• Proven people leadership in a helpdesk, service desk, or technical support environment, with a track record of building high‑performing teams.
• Solid telecommunications support background, enough to lead a technical team credibly, assist on complex tickets, and engage confidently with escalated customers.
• Strong operational management: rostering, SLA ownership, workload balancing, and escalation management.
• Demonstrated experience owning and optimising a ticketing / customer service platform.
• Data‑driven, comfortable with KPI definition, reporting, and using metrics to drive real improvement.
• Proven ability to implement process automations, AI tools, or workflow improvements in a support environment.
• Excellent communication and coaching skills across technical and non‑technical stakeholders.

Strongly preferred

• Familiarity with ITIL frameworks or formal problem management.
• Experience in telecommunications or ISP support environments.
• Experience with Nuclino, Confluence, or equivalent knowledge management platforms.
• Familiarity with Yealink, Webex, NBN, or similar technologies in our product stack.

Why Telair

• 20 years in business, independently owned, profitable and growing.
• A genuinely leadership‑focused role: you’ll build the function, not firefight it.
• Strong technical and network engineering teams behind you, and a CTO who answers questions.
• Brisbane or Perth based, office‑based: we work together, not behind a screen.
• Values‑led: we say what we mean, we follow through, and we look after our customers and our team.

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