Manager – Technical Security & Support Services

WYSCOM is a Canberra headquartered Managed Services Provider providing quality IT Support to Customers across Australia and New Zealand. We are seeking an enthusiastic, quality driven, and customer focused, Manager to head up our Technical Security & Support Services Teams. 

This challenging and rewarding role is responsible for the day-to-day operation of WYSCOM’s Technical Systems & Security Team, and our Technical Support Team. It is perfectly suited to someone who loves managing and working with a team to achieve success for WYSCOM’s customers. This is NOT a role for someone who likes doing the same thing every day. No two days are the same at WYSCOM, so if you love challenging yourself, delivering quality IT support, helping your team members grow, and helping drive success, THIS is the role for you!

The role requires a high level of focus, well developed organisational skills, an ability to multitask and prioritise, alongside a commitment and attention to detail. The role requires the trifecta of focus; technical excellence, client satisfaction, and team management.

To be successful in this role, you must have:

• Highly developed technical skills, including a minimum of 5 years’ experience in a Senior Technical Role;
• A solid, and demonstrated, understanding of various technical principles and their application across both Small to Medium Enterprise, including, but not limited to;
  • Microsoft 365
  • Hypervisors (VMWare, Hyper-V) 
  • PowerShell 
  • EDR/AV Products 
  • Networking Principles & Switching
  • Enterprise Grade Firewall & Router Functions
  • Veeam & Backup & Replication Products
  • Network Monitoring Tools 
  • SIEM Tools, Remote Monitoring, & Management Tools 
  • Windows Server, Windows Desktop & Linux
  • Cloud Computing & Managing AWS/Azure Environments
• Demonstrated experience in, and a passion for, leading and managing an IT Service Desk.
• Demonstrated ability to prioritise workloads and meet Service Level Agreements.
• Experience managing a ticketing system lifecycle and creating documentation processes.
• A sound and ever evolving understanding of the Cyber landscape and Cyber mitigation practices across the Industry;
• A drive to deliver unwavering customer service excellence and experience in handling escalated customer issues.
• A passion for service quality and improvement, problem solving and process automation; 
• Strong attention to detail; 
• Well developed and practiced communication and leadership skills;
• The ability to work independently and deliver on what you commit to doing;

If you are successful in this role, you will:

• Lead, monitor, and manage, the provision of Technical Support to WYSCOM’s Customers by WYSCOM’s Technical Support Services Team;
• Lead, monitor, and manage the proactive Technical Security and Systems Monitoring services by WYSCOM’s Technical Systems and Security Team. 
• Act as an Escalation and Point of Contact for technical enquiries and issues raised, and or unable to be resolved, by the Technical Security & Support Services Teams.
• Effectively, and with a focus on Customer Service Excellence, ensure Service Ticket Dispatch adheres to WYSCOM’s Service Level Agreements. 
• Maintain high performance levels for all Technical Security & Support Services, implementing improvement activities, and driving a focus on service quality, wherever necessary.
• Take ownership of critical incidents, coordinating with resolution parties, WYSCOM’s Customer, and Management, and establishing effective communication between stakeholders for post-incident reviews.
• Take accountability for the performance of WYSCOM’s Technical Security & Support Services Teams, meeting customer expectations, and driving the delivery of quality.
• Work with WYSCOM’s Manager – Technical Quality & Assurance to ensure systems, procedures, and methodologies are in place to support outstanding delivery of Service Quality and Customer Service Excellence.
• Provide accurate communications and reports to the WYSCOM’s Customers and Management, as required, on performance of WYSCOM’s Technical Security & Support Services Teams.
• Lead the Technical Security & Support Services Teams, including identifying the need for additional staff recruitment, undertaking performance assessments, monitoring and encouraging training opportunities, and mentoring. 
• Cultivate and foster strong relationships with WYSCOM Team Members, Management, Customers and Vendors.
• Actively lead and participate in WYSCOM’s Technical Systems & Security Team, and Technical Support Services Team Meetings;
• Actively participate in WYSCOM’s Management & Strategic Planning Meetings;
• Manage, and act as an Escalation and Point of Contact for, WYSCOM’s On Call Roster;
• Participate in WYSCOM Performance Management Program;
• Adhere to WYSCOM Internal Policies and Procedures; and,
• Actively, and positively, contribute to, and help build, the WYSCOM Culture.

As a WYSCOM Team Member, you will receive competitive remuneration, and have access to:

• Staff Wellbeing Program
• Flexible Working Arrangements
• Mobile & Home Internet Allowances
• Fuel Card Allowances, and
• Career Training & Development