Support Team Manager - ISP & Voice

Salary: 80-95k + Super

Support Team Manager – ISP & Voice

Location: Melbourne, VIC | Salary: $80,000 – $100,000 + Super | Employment

Type: Permanent, full time

Already the one your support team turns to when a carrier fault drags on or a SIP trunk drops calls? Read on.

Hill McGlynn is partnering with an Australian internet and voice provider, based in Melbourne, to appoint a manager for its support team. It suits an experienced Support Team Leader or Manager from an ISP or telco who already leads people and wants a bigger say in how support runs.

Your next step
Moving from Team Leader to Manager is a big jump, and most roles want you to have done it already. This one is open to proven Team Leaders making that move, as well as current managers. You will have a Team Lead reporting to you who runs the daily queue, so your time goes into the people, the standards and the hard problems. You will decide what good support looks like here and build the team to deliver it. If you already lead a support team and want the next level of responsibility, this is it.

What you'll be accountable for

• A support team that knows what is expected, gets regular feedback and keeps developing
• Customers who get timely, accurate updates, especially when an outage hits
• Carrier and NBN escalations that are chased properly and closed out
• Fewer repeat faults, through better troubleshooting habits and write-ups
• Rosters, cover and SLA results you can explain to management in plain terms

What you'll bring

• Time in a support role at an Australian ISP, telco or service provider
• Proven experience leading a support team, as a Team Leader or Manager (essential)
• Sound networking fundamentals across IP, routing, VLANs, firewalls and VPNs
• Comfortable with Linux, logs and packet captures when a fault needs proof
• You can explain a messy outage clearly to a customer and to a director
• Asterisk or FreePBX experience, and CCNA or ITIL, well regarded

People who built their telco career overseas are encouraged to apply, provided they already hold Australian work rights.
What's on offer

• $80,000 to $100,000 plus super
• A management role with a Team Lead already in place
• A real say in standards, rosters, procedures and the knowledge base
• Technical variety across NBN, business fibre and voice services

Interested?
Apply through SEEK with your CV