Technology Support Services Manager

The impact you’ll have

At PICA Group, technology underpins everything we do for our customers and employees. As Technology Support Services Manager, you’ll lead the service team, manage incidents, and drive improvements that keep people connected and confident. With our digital footprint growing, your leadership will ensure stability, service, and continuous improvement to our technology environment.

Responsibilities

- Team Leadership: Lead and coach your team to deliver high performance and great customer outcomes.

- Service Oversight: Oversee day-to-day support operations, monitor SLAs, and ensure timely resolution of tickets.

- Infrastructure Management: Apply your knowledge of ITIL, service desk tools, and core systems to keep infrastructure reliable, secure, and running smoothly.

- Communication: Partner with stakeholders across the business, translating technical issues into clear and practical solutions.

- Process Improvement & Automation: Analyse ticket data and workflows to identify inefficiencies and drive process improvements.

- Incident Management: Act as incident manager during outages, follow BCP protocols, and ensure quick resolution and prevention.

- Vendor & Stakeholder Management: Partner with vendors, manage contracts, and build strong stakeholder relationships to optimise service outcomes.

Qualifications

- Leadership Experience: Proven IT support leadership with coaching and performance management skills.

- Technical Knowledge: Strong understanding of ITIL, IT policies, and service management tools (e.g. Freshservice) and infrastructure.

- Communication & Influence: Ability to explain issues clearly and influence across technical and non-technical groups.

- Continuous Improvement: Experience in automation, process improvement, and root cause analysis (Lean or Six Sigma valued).

- Resource Planning & Vendor Management: Ability to plan team capacity, balance priorities, and align IT operations with business goals.

- Analytical Thinking & Documentation Skills: Skilled at interpreting data, spotting trends, and connecting IT operations to strategy.

Benefits

- Growth: Training and career pathways.

- Flexibility: Balance work and life with 50/50 hybrid options.

- Challenge: A complex technical environment where your decisions make a real impact.

- Belonging: A collaborative team that celebrates shared wins.

- Giving Back: Your work keeps systems reliable so our customers have trusted information, while being part of a company that gives back.

- PICA Perks: Discounts and wellbeing programs that support life inside and outside of work.

About us

We’re Australia’s leading strata and property services provider, with a trusted network of specialists in strata and facilities management, property development, debt recovery and legal services. For more than 70 years, we’ve enhanced community living by caring for one of our customers’ most valuable assets, their home.

Everything we do is guided by our values: Say is Straight | Collaborate | Simplicity | Focus on Solutions | Delight the Customer| Get Things Done

How to apply

If you/'re ready for that next step in your career and want to join an industry leader at an exciting period of transformation, please apply via the link.

At PICA we value diversity and encourage a speak up culture where our people bring their whole selves to work to enhance community living for all.

For up-to-date information about PICA Group, visit us:

https://picagroup.com.au/

You must have the right to live and work in this location to be considered for this opportunity.

It is PICA Group’s policy not to accept speculative CVs from Agencies, unless the role has been released directly to the agency. Should we require any assistance from agencies on any roles a member of the Talent Acquisition team will contact agencies directly.

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