About One IT Service
One IT continues to grow across the Northern Territory as we expand our services and strengthen our technical support operations. With offices in Darwin, Alice Springs, and Katherine, we deliver secure, reliable, and forward thinking ICT solutions to businesses, government, and critical services across the NT.
We're making business safer and easier through technology and this guides how we design solutions, support our customers, and operate internally every day.
Position Overview
The Technical Support Manager is a senior operational leadership role responsible for the real time performance of the technical support function across all One IT locations. This role sits at the centre of daily service delivery and is critical to maintaining momentum, quality, and customer confidence as demand scales. You will lead queue management, escalation flow, onsite coordination, and team performance while coaching engineers to deliver consistent, high quality outcomes. This is a hands on leadership role that requires strong situational and technical awareness, sound judgement, and the confidence to make decisions in a fast paced environment.
Key Responsibilities
• Real time team management, ensuring correct prioritisation, assignment, and progress of workloads
• Actively oversee escalation flow from Rapid Response through Level 2 and Level 3
• Enforce consistent and correct use of Autotask, Hudu, Keeper, and supporting internal systems
• Escalation Management - Take ownership of customer sensitive or at risk incidents
• Coordinate field dispatch activities, ensuring engineers are appropriately briefed and scheduled
• Ensure safety requirements are met prior to onsite dispatch, if required
• Support after hours coverage planning and operational continuity
• Provide day to day leadership, technical coaching and direction to technical support teams
• For direct reports, hold regular 121 meetings aligned to objectives and performance expectations
• Monitor technical support service metrics
• Ensure consistent use of systems, workflows, and documentation standards
• Identify and drive operational improvements across support and field services
• Foster a professional, accountable, and customer focused team culture
Qualifications and Skills
Essential:
• Darwin based with full-time working rights
• Proven experience managing technical support teams within an ICT or MSP environment
• Strong operational mindset with excellent situational awareness
• Demonstrated experience managing real time operations, escalations, and dispatch activities
• Ability to lead, coach, and support engineers while remaining hands on when required
• Strong communication skills across technical and non technical stakeholders
• Highly organised with a structured and proactive approach
• Demonstrated commitment to developing people, supporting individual growth, and fostering a collaborative, knowledge sharing team culture
Opportunity and career growth
Join a growing NT based ICT business with the opportunity to shape and mature technical support operations as the organisation expands.
Great benefits
$300 annual health and wellbeing fund, discounted internet, cost price tech purchases, free Microsoft exam vouchers, training support, EASA access, and more.
Security and innovation first
Work with modern tools and forward thinking ICT solutions across diverse customer environments.
Culture and energy
Be part of a supportive, people focused business that values accountability, collaboration, and high standards.
Direct applications only. Please no recruiters.
Applicants must hold full Australian working rights.
This role is based in Darwin. Candidates must be currently located in Darwin
Shortlisted candidates will be contacted directly.