Operations Manager

About Tech Engine

Tech Engine Australia is a Brisbane, Sydney, and Melbourne–based IT Support and IT Services company helping organisations modernise and thrive. 

We deliver managed IT services, cybersecurity, cloud computing, and digital transformation solutions — and we guarantee our clients will wish they'd started working with us sooner.

We're ISO 27001 & 9001 certified, fast-growing, and committed to providing exceptional client experiences through reliable systems, responsive support, and a culture of accountability and collaboration.

About the Role

We're seeking a proactive Operations Manager to help keep our business running smoothly and efficiently. 

You'll coordinate between teams, monitor workflows, oversee the helpdesk, and ensure clients receive exceptional service aligned to our standards and Service Level Agreements (SLAs).

This role suits someone who thrives on organisation, communication, and accountability — keeping people and processes aligned while maintaining a calm and professional approach.

Key Responsibilities

Operational Coordination

• Support the Technical Account Manager (TAM) and Managing Director with day-to-day coordination.

• Oversee client lifecycle processes (onboarding, service delivery, offboarding) to ensure consistency.

• Track job progress and flag delays or issues early.

• Produce internal and client-facing reports.

• Assist with procurement of parts for projects and BAU managed IT clients

• Maintain accurate records and documentation across systems.

• Support business development and ensure documentation and procedures are current.

• Coordinate communication during incidents or service changes.

Helpdesk Management and Assistance

• Monitor the helpdesk ticket queue to ensure all tickets are handled in line with SLAs.

• Work closely with the Service Delivery Manager to ensure proactive and timely client responses.

• Identify bottlenecks or recurring issues and escalate where needed.

• Maintain clear communication between technicians and clients to deliver a positive support experience.

Commercials and Administration

• Monitor accounts receivable and follow up overdue payments in coordination with finance.

• Assist in client discussions regarding billing or payment delays.

• Ensure bookkeeping is accurate

• Ensure contracts are updated in Autotask making the billing process correct

• Ensure service delivery aligns with contracted agreements and billing accuracy.

• Provide visibility to management on financial and operational performance.

Quality and Process Management

• Ensure team processes are being followed and documented correctly.

• Identify gaps or inefficiencies and recommend improvements.

• Support implementation of policies, templates, and process documentation.

• Ensure clients receive regular touchpoints — QBRs, check-ins, and updates.

Reporting Structure

You'll report directly to the Technical Account Manager and Managing Director, and work closely with the Service Delivery Manager.

• The Service Delivery Manager handles daily dispatch and technical execution.

• The Operations Manager focuses on process coordination, helpdesk oversight, and administrative and commercial alignment.

About You

Skills & Experience

• Strong organisational and time-management abilities.

• Excellent written and verbal communication.

• Problem-solving and issue-escalation experience.

• Demonstrated ability to coordinate between multiple stakeholders.

• Sound understanding of operational or project coordination within a service-based business.

• Basic understanding of financial concepts such as invoicing, payment terms, and cash flow.

Personal Attributes

• Accountable, reliable, and self-driven.

• Calm under pressure with a solutions-focused mindset.

• Builds strong working relationships with internal and external stakeholders.

• Commercially aware — understands how operations impact profitability.

• Client-focused — always thinking about improving the customer experience.

Desirable Systems Experience

(Not essential but advantageous)

• Autotask – Helpdesk and ticket management

• Zomentum – Sales and quoting

• Xero – Invoicing and financial tracking

• Microsoft 365 – Email, file management, and collaboration

Qualifications & Checks

• Police Check (mandatory)

• Demonstrated management or coordination experience (essential)

• Relevant qualifications in business, administration, or management (preferred)

Why Join Tech Engine

• Work in a dynamic, growing national MSP with a supportive and collaborative culture.

• Exposure to a broad range of systems, technologies, and clients.

• Opportunities for professional development and advancement.

• Flexible working environment in a modern Fortitude Valley office

• After 6 months hybrid working is available for 2 days WFH