Technical Support & Service Delivery Manager

About the role

A recruiter is partnering with an established Australian technology business that delivers managed IT support, cloud, infrastructure and security solutions. It is looking for an experienced Technical Support & Service Delivery Manager for a permanent position based on the Gold Coast, with a salary above $100,000 base plus super depending on experience. The role combines hands-on technical problem solving with leadership and operational responsibility.

Key responsibilities

• Oversee the technical performance and quality of the IT support function and act as the senior escalation point for complex technical issues.
• Investigate and resolve challenging incidents across Microsoft 365, Azure, Windows Server, networking, virtualisation and infrastructure, taking ownership of major incidents and coordinating engineers.
• Identify root causes, implement permanent solutions and avoid repeated temporary fixes.
• Monitor ticket queues, escalations and service levels, and mentor technical team leaders and engineers.
• Maintain technical standards, including system maintenance, patching, backup and recovery, security practices and technical change management.
• Review technical solutions, identify automation opportunities and improve the reliability of customer environments.

Required profile

• 5+ years in IT Support, Infrastructure, Systems Engineering or similar, ideally in an MSP or IT services environment.
• Experience leading or managing technical support engineers, including coaching, mentoring and performance management.
• Ability to lead major incidents and communicate clearly with customers and stakeholders.
• Current driver's licence and willingness to travel to other Queensland locations and customer sites.

Required skills

• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and Azure (cloud infrastructure, virtual networking, identity integration).
• Windows Server, Active Directory, DNS, DHCP, Group Policy.
• Microsoft Entra ID, Intune, endpoint management, Conditional Access.
• Networking (routing, switching, VLANs, VPNs, firewalls, wireless).
• Virtualisation (VMware, Hyper-V) and exposure to AWS.
• Cybersecurity basics (MFA, endpoint protection, access controls, hardening, incident response) and backup and disaster recovery.
• Service desk operations, SLAs, ticket management and ITIL; PowerShell scripting, automation or relevant certifications are highly regarded.