Manager - Support & Managed Services

 

Manager – Support & Managed Services

 

Position Title	Manager – Support & Managed Services	Direct Manager	GM – Solutions & Services
Location	Melbourne or Bendigo	Experience Required	8 – 10+ years

 

Full time Employment.       | Port Melbourne or Bendigo       | Support Services

 

About ArchiTech

ArchiTech is a leading Australian technology partner delivering solution architecture, engineering, project delivery and managed services to clients across sectors including healthcare. Our Support & Managed Services practice keeps mission-critical technology running from network and infrastructure environments through to specialised Integrated Health platforms that clinical teams depend on every day. We solve technology and evolve business, and we do it through a team that genuinely cares about outcomes.

The Opportunity

We are looking for an experienced Manager - Support & Managed Services to lead our support and managed services team and act as the senior technical escalation point for our clients. This is a hands-on “player-coach” role: you will lead major incidents and complex escalations from the front, own the service delivery relationship with clients, and build a capable, engaged and high-performing team. You will report directly to the General Manager – Solutions & Services and play a pivotal part in the growth and maturity of the practice.

What you will be doing

• Act as the technical lead on escalated and major incidents, driving timely resolution and thorough root cause analysis
• Own the service delivery relationship for managed services clients leading service reviews and reporting on SLA and contract performance
• Provide senior, hands-on support across network (Secure Networking, Security) & infrastructure and Integrated Health platforms (like - Olinqua, Mobicall, Spectralink)
• Identify and progress proactive service improvements that permanently resolve recurring issues
• Own workforce planning, roster and resource forecasting, keeping ahead of demand and the service pipeline
• Lead, coach and develop the team running regular 1:1s, performance check-ins and appraisals
• Ensure accurate, timely incident, status and service reporting
• Participate in and oversee the after-hours / on-call escalation roster

 

What we are looking for

You will need

• 8+ years’ experience in support / managed services, including at least 2 years leading or coordinating a team
• ITIL (v4 or equivalent) certification
• Current vendor networking certifications (Cisco, Fortinet, Aruba)
• Strong hands-on technical troubleshooting across network and infrastructure environments
• A track record of owning client service relationships and meeting SLA and contractual commitments
• Experience with ConnectWise or a comparable PSA / ITSM platform
• Excellent communication and stakeholder-management skills, and a calm, structured approach under pressure
• Australian Citizen or Permanent Resident with full working rights, a valid Australian driver’s licence, and a vehicle available for work use

It will work in your favour if you have

• Applied AI or automation to streamline support and managed services by reducing manual effort, ticket volumes or resolution times
• Experience introducing AI and automation into service operations to improve efficiency, consistency and response times
• Built or matured a managed services practice - establishing the operating model and setting it up to scale
• Structured and standardised service processes and workflows, embedding consistent, repeatable ways of working across the team

 

Why ArchiTech?

We are a team that gets things done and looks after its people. You won’t be micromanaged. You will work with people who know what they are doing, on projects that are interesting enough to keep you engaged. Port Melbourne or Bendigo, either works for us.

• A senior leadership role with direct access to, and influence with, the General Manager
• Meaningful, mission-critical work supporting the platforms clinical teams rely on
• Hybrid working and a supportive, values-led team culture
• Genuine investment in your certifications, development and career growth