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Technical Operations Manager
3 weeks ago
**Technical Support Lead Role Overview**
As a Technical Support Lead, you will be responsible for managing customer-facing technical operations in Aged Care & Retirement Living communities. Your primary goal will be to ensure seamless technical support and exceptional customer experiences.
This role requires strategic thinking, problem-solving skills, and effective communication. You will work closely with the Head of Service Delivery to improve operational processes and capabilities, ultimately driving business growth and success.
The successful candidate will have strong leadership skills, expertise in systems administration, and a passion for delivering high-quality technical support. If you are a motivated individual with excellent technical knowledge and a customer-centric approach, this is an exciting opportunity to take your career to the next level.
Key Responsibilities:
- Lead Technical Support Operations: Manage Level 1 technical and account support queues, teams, and KPIs, providing direct oversight of all frontline support operations and account enquiries.
- Serve as Primary Escalation Point: Complex technical issues and account enquiries (Level 2) requiring expert technical resolution and customer communication.
- Systems Administration Expertise: Hands-on management of network technologies, IoT devices, telecommunications systems, and emergency call systems.
- Take Complete Ownership of Support Performance: Against strict KPIs and SLA compliance.
What We Offer:
- Dual Technical & Customer Focus: Lead technical operations while building strategic client relationships.
- Complete Operational Ownership: Take full control of technical support operations with direct team management.
- Customer Impact: Be the technical face of our company to strategic accounts in essential industries.
- Technical Challenge: Work hands-on with cutting-edge IoT, telecommunications, and emergency response technologies.
Requirements:
- 3+ years experience in customer-facing technical support leadership or technical account support roles.
- Formal qualifications in Information Technology, Business, or related fields.
- Strong systems administration capabilities - hands-on experience with network technologies, IoT devices, telecommunications systems, and emergency call systems required for technical credibility.
Preferred Qualifications:
- IT or Computer Science Bachelor's degree or higher.
- Experience in aged care technology, healthcare technology, or emergency response systems.
