Technical Support Manager

Job Expectations
We have an exciting opportunity at nbn, as the Technical Support Manager reporting to Senior Manager Technical Support.
A bit about your role
Reporting to the Senior Manager – Technical Support in Control Tower, Field Services, the Technical Support Manager will manage a team of engineers providing practical operational oversight and technical expertise to deliver cost controls and desktop Technical Support to incomplete field activities.
The Technical Support Manager’s responsibilities include team management, team and staff development, mentoring of staff, shift workforce planning and effective work allocation and management to enabling customer connections to get connected, upgrade their service, or complete assurance including working with Service Delivery Partners to ensure that on-the-day order incompletes are off-sited with the right level of information and artefacts to allow the remediation tasks to be completed first time, define roster accountabilities to direct workforce to the different workflows feeding into Technical Support, monitor and develop Technical Support’s ability to provide cost control to remediation and assurance activities with focus on emerging cost driver trends, be a point of contact for the escalation of remediation and assurance work that falls outside the scope of automation or defined process.
The Key accountabilities of the role include leading and managing a team demonstrating effective leadership and people management / development skills, managing complex Service Activation queries escalated from Network Engineers and Senior Network Engineers (technical, procedural, performance, etc.) including, Service Assurance queries, and Remediation fallout. Proactively identify and report Field Workforce compliance and behavioural issues impacting the successful movement of the Activate/Assure Work and Customer Orders to a terminal status.
A bit about you
The successful candidate will possess a strong experience and background in telecommunications driving service delivery with demonstrated experience in service within a telecommunications team environment specialised in Field services delivering complex and large-scale services with excellent stakeholder management skills. The incumbent will have high level of Commercial Business acumen.
The Ideal candidate will have excellent organisational, interpersonal and communication skills with high level of stakeholder management with an ability to solve complex business problems with a complex set of information and data. Practical knowledge and experience in Order fulfilment and Network Management systems is beneficial. Communications and stakeholder management skills and experience working across multiple business disciplines is essential.
Life at nbn
To be part of nbn is to be part of something bigger. We are the digital backbone of Australia and more. Leaders. Changemakers. Collaborators. We encourage each other to find new solutions in productive, competitive, and innovative ways—providing access to crucial tools and services for our customers, partners, communities, and the country. Together, we have created Australia’s network—a network made for more.
A more inclusive working world
nbn is committed to an inclusive, flexible, and supportive workplace where everyone can feel heard, valued, and respected. We believe diverse perspectives are the key to unlocking greater outcomes and encourage applications from people of all ages, nationalities, abilities, and cultures. We champion equal opportunities for all employees. If you have any special requests or accessibility requirements throughout the recruitment process, please advise us at the time of application (via recruitment@nbnco.com.au) and we will adjust to meet your needs.
Where to from here?
If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.
Take your next steps with nbn
Please note that this is a permanent role and applications for this role will close at midnight, Sunday, 14th January 2024.
Worker Type
Permanent
Time Type
Full time