Technical Service Desk Lead — M2M & Mobile/Satellite Airtime

Salary: $110,000 – $130,000 per year + bonus

This is a hands-on technical role, not a desk-bound management job. You'll be the most experienced person in a small support team, still doing the hard troubleshooting yourself while helping two or three others do theirs.

The work sits at the intersection of M2M devices and mobile/satellite airtime services — a fairly specialised corner of telecoms, and one where genuine hands-on experience is hard to find. If you've spent real time inside Cisco Jasper or a similar M2M connectivity management platform, sorting out connectivity issues that span devices, carriers and IP networks, this will feel familiar.

What you'll actually be doing:

• Personally working the complex and high-impact tickets through to resolution, not just assigning them

• Triaging incoming issues daily and directing them to the right person on a small team

• Chasing device vendors and airtime providers when something needs to move faster, and holding them to it

• Being the first point of contact when someone on the team gets stuck

• Getting involved early when a carrier changes a service or platform, so the transition doesn't land badly on customers

• Working closely with Sales and Accounts so customers get one consistent story, not three different ones

What you'll bring:

• An engineering background (Electronics, Telecommunications, Computer Networks, or similar)

• Around 8 years in technical support at L2/L3 level, including solid time specifically in mobile airtime, IP networks and M2M devices

• A few years leading or mentoring a small technical team — this is guidance and escalation support, not rostering and KPI management

• Real hands-on time in Cisco Jasper or an equivalent M2M platform

• Comfortable working across CRM/ITSM systems — Zoho experience is a plus

• Confidence dealing with multiple parties at once when an incident gets messy

Nice to have, not essential: Zoho Desk experience, exposure to satellite services like Iridium or Viasat, a CCNA (or equivalent), or Palo Alto firewall experience.

Melbourne-based role (or willing to relocate within 2 weeks), with 4 days a week in the office.