Technical Support Operations Manager (City of Sydney)

Flip is an award-winning, Australian-owned telecommunications company offering affordable solutions for residential nbn®, mobile, and IPTV services. Recognized for exceptional value, Flip has won prestigious awards including Finder Awards and Money magazine’s Best of Best awards, and is also a three-time Mozo Experts Choice Broadband Provider of the Year. Proudly inclusive, Flip serves diverse Australian communities through culturally diverse IPTV channels and special pricing for seniors and veterans. Flip is dedicated to providing cost-effective broadband and mobile plans while delivering outstanding customer value and service. Role Description The Manager Technical Support is a people and process leadership role within the Strategy & Operations function. This role is accountable for the performance, culture, and operational effectiveness of the technical support function across all company locations
- Sydney, Vendor Sites. This role leads the teams that resolve customer technical issues every day. The Manager Technical Support owns the support model
- how the team is structured, how tickets flow, how agents are developed, and how performance is measured and improved. The focus is on people, process consistency, and service quality at scale. Key responsibilities 1.Team leadership & people management
- Lead, manage, and develop the technical support team across all locations — Sydney, Vendor Sites
- Set clear performance expectations for all direct reports, conduct regular one-on-ones, and deliver meaningful performance reviews
- Build a high-performing, cohesive team culture across geographically distributed teams, ensuring consistency in standards and approach
- Identify capability gaps and work with the Training, Quality & CX Manager to design targeted development plans
- Manage workforce planning
- rostering, shift coverage, leave management, and headcount forecasting
- to ensure adequate support coverage at all times
- Support the recruitment and onboarding of new support team members, in partnership with HR and the Head of Operations
- Act as the primary escalation point for team members on complex or sensitive customer issues 2.Support operations & ticket management
- Own the day-to-day operational performance of the Support function — queue health, ticket triage, routing, and resolution
- Ensure the L1 to L2 escalation pathway is clearly defined, consistently followed, and regularly reviewed for effectiveness
- Oversee ticket distribution across locations, ensuring workload is balanced and no single team is over-indexed
- Monitor real-time queue metrics and intervene proactively when volumes, wait times, or resolution rates fall outside acceptable parameters
- Own the after-hours and on-call support coordination, ensuring coverage is maintained and agents are adequately supported outside business hours
- Engage the L3 Support Lead to ensure complex escalations are resolved with appropriate urgency and documentation 3.Performance management & reporting
- Own the technical support KPI framework — define, track, and report on the metrics that matter: First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), SLA adherence, and ticket backlog
- Produce regular performance reporting for the Head of Operations, including trend analysis and recommended actions
- Identify patterns in ticket types, recurring issues, and resolution failures, and translate these into operational improvement initiatives
- Hold the team accountable to performance standards in a constructive, coaching-oriented way — recognising high performance and addressing underperformance promptly
- Provide performance data and operational context to the Training, Quality & CX Manager to inform QA frameworks and training priorities
- Ensure the customer experience delivered by the technical support team is consistently professional, empathetic, and resolution-focused
- Manage the handling of escalated customer issues within the support function — owning the resolution pathway and customer communication
- During major outages, own the customer-facing response: manage affected customer communication, keep the support queue organised, and coordinate with the Head of Customer Technical Operations on resolution timeline and updates
- Work closely with the Customer Service Manager to ensure seamless handoffs between customer service and technical support — preventing customers from being passed between teams without clear ownership
- Contribute to the definition and ongoing refinement of escalation protocols and customer communication templates
- Own the operational processes that govern how the support team works — ticket handling procedures, escalation rules, resolution standards, and agent workflows
- Identify inefficiencies and pain points in current processes and drive structured improvements with measurable outcomes
- Partner with the Manager Technical Operations on the boundary between day-to-day support and project-grade technical work — ensuring provisioning and migration activities are handed off cleanly
- Work with the Training, Quality & CX Manager to ensure process changes are reflected in training materials and QA scorecards promptly
- Document all core support processes clearly and maintain an up-to-date operational playbook for the team
- Act as the operational owner of the support team's tools — helpdesk platform, CRM, monitoring dashboards, and communication tools
- Work with the Manager Technical Operations on any infrastructure or systems changes that affect the support team's day-to-day workflows
- Manage relationships with key support tooling vendors, including raising issues, tracking resolutions, and participating in product review conversations
- Ensure agents are properly trained and consistently utilising support tools to their full capability
- Identify tool gaps or friction points that affect team efficiency and escalate improvement requests with a explicit business case Skills & experience
- Demonstrated experience leading technical support or customer-facing technical operations teams, ideally in a telecommunications or managed services environment
- Proven people management capability — track record of developing team members, managing performance, and building team culture across multiple locations
- Strong understanding of support operations: ticket management, escalation frameworks, SLA management, and contact centre or helpdesk metrics
- Experience managing distributed or offshore teams, with the interpersonal skills to build trust and consistency across geographies
- Ability to analyse performance data and translate insights into concrete operational improvements
- Clear and confident communicator — able to manage difficult customer conversations and represent the support function credibly to senior leadership Highly desirable
- Experience in a telecommunications support environment — familiarity with NBN, fixed-line, and broadband support issues
- Working knowledge of ITSM or helpdesk platforms (e.g. Zendesk, Freshdesk, ServiceNow or equivalent)
- Experience working in a business undergoing significant operational restructure or growth
- Background in QA or process improvement — understanding of how quality frameworks intersect with team performance Personal attributes
- Natural people leader
- energised by developing others and building team capability, not just resolving technical issues personally
- Process-oriented
- sees inconsistency as a problem to solve, not a fact of life; brings structure without rigidity
- Calm under pressure
- able to manage team and customer expectations during outages or peak demand without losing composure
- Collaborative
- builds strong working relationships with peer function heads and cross-functional partners
- Accountable
- takes ownership of outcomes, holds the team to standards, and escalates with context rather than problems #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rsjlt