About Telair:

Telair is a growing Australian telco delivering innovative voice, data, cloud, and managed services across the country. We're focused on smart solutions, great customer experiences, and continuous improvement. As we scale up, we're looking for a Technical Operations Manager to help lead and evolve our high-performing technical teams.

Role Overview:

Telair is seeking an experienced Technical Operations Manager to lead and optimise our technical operations, including frontline Helpdesk teams (Brisbane & Perth), Network Operations Centre (NOC), and Network Infrastructure. Reporting directly to the CTO, you will drive operational excellence, customer satisfaction, and continuous process improvement.

What You'll Do:

Manage and support Technical Support Helpdesk teams (Brisbane & Perth), NOC, and Network Infrastructure teams.

Implement and optimise platforms (Zendesk, Grafana, Nuclino) and standardise SOPs.

Manage customer escalations, ensuring timely and effective resolution.

Define, implement, and track SLAs across all support channels (phone, tickets, chat).

Implement AI tools and automation to enhance troubleshooting and operational efficiency.

Regularly analyse performance metrics and customer feedback (including NPS) to drive targeted improvements.

Lead structured training and professional development, aligning with technical certifications (Yealink, 3CX, NBN, etc) and business goals.

Conduct daily stand-ups, ensuring teams are aligned with operational priorities and strategic goals.

Oversee rostering, resourcing, and workload distribution to ensure continuous support coverage.

Foster cross-department collaboration, ensuring seamless interactions with Development, Sales, and Provisioning teams.

Your Skills & Experience:

Proven leadership experience in building and managing high-performing technical teams.

Strong knowledge of network operations, technical support, and infrastructure management.

Experience with Zendesk or similar ticketing and customer service platforms.

Demonstrated ability to integrate AI-driven solutions, chatbots, and automation within operational workflows.

Excellent communication and stakeholder engagement skills.

Highly organised, with proven problem-solving abilities and a strategic approach to operational improvements.

Culture & Benefits: Telair offers a collaborative work environment emphasising accountability, initiative, and continuous professional growth. You'll benefit from structured training, development opportunities, and a supportive culture dedicated to your success.

Join Telair and shape exceptional technical operations.

Apply now and let's discuss your future with us!