Technical Solutions Manager @ C4X Technology Architects

C4X Technology Architects is an award-winning IT Managed Services Provider (MSP) in Alexandria, NSW.

In response to continuous expansion, we are seeking a proficient and versatile Technical Solutions Manager to join our team in Sydney. You will play a pivotal role in providing education, account management and guidance for the deployment and maintenance of new and existing customers.

You will be responsible for overseeing the technical team, managing project escalations, coordinating project timelines, developing Key Performance Indicators (KPIs), and reporting on team performance. This role includes tasks such as project coordination, reporting, ticket analysis, and personnel management.

This role has a dual-reporting function:

Reports to: Chief Technology Officer (CTO)

Secondary Reporting: Senior Leadership Team (SLT) as required.

This role is also expected to work closely with the following senior personnel to achieve required outcomes:

The Chief Operating Officer

The Chief Relationship Officer

This role involves building and maintaining strong relationships with potential and existing clients, understanding their needs, and offering tailored solutions.

Please be aware that although this is a management role, it is only suitable for industry professionals with significant general expertise in common corporate technologies.

Key Responsibilities:

The function of this role is to provide leadership through technical expertise, with key responsibilities being:

Project Coordination:

Project Scheduling: Develop and manage project timelines, ensuring projects are delivered on time and within scope.

Escalation Management: Handle BAU & project escalations, ensuring timely resolution of issues and clear communication with stakeholders.

Resource Allocation: Assign tasks and responsibilities to team members based on their skills and project requirements.

Reporting:

Performance Reporting: Create and present reports on team performance, project status, and key metrics to the CTO and SLT.

Ticket Analysis: Analyze support tickets to identify trends, recurring issues, and areas for improvement.

KPI Development: Develop and track KPIs to measure team efficiency, project success, and overall performance.

Technical Leadership:

Guidance and Mentorship: Provide technical guidance and mentorship to team members, fostering professional growth and development.

Technical Strategy: Collaborate with the CTO to align the technical team’s goals with the company’s strategic objectives.

Innovation: Encourage innovation within the team, promoting the adoption of new technologies and best practices.

Personnel Management:

Performance Reviews: Conduct regular performance reviews, providing feedback and setting goals for team members.

Training and Development: Identify training needs and organize professional development opportunities for the team.

Team Building: Foster a positive team environment, encouraging collaboration and effective communication.

Communication:

Stakeholder Communication: Act as a liaison between the technical team and other departments, ensuring clear and effective communication.

Meeting Facilitation: Organize and lead team meetings, project kick-offs, and debrief sessions.

Documentation: Maintain comprehensive documentation of processes, project plans, and team procedures.

Other duties as assigned/directed.

Qualifications | Requirements:

Desirable: Degree/Diploma in Information Technology, or a related field.

Proven track record of successful technical and people leadership.

Strong understanding of market dynamics and industry trends.

Excellent communication, negotiation, and interpersonal skills.

Ability to work independently and as part of a team.

Proficiency in PSA (or CRM) software and Microsoft Office Suite.

Experience in project management and service-oriented architecture.

Background in Managed Service Providers (MSPs) is preferred.

Strong organisational and time management skills.

Ability to analyse data, identify trends, and make informed decisions.

Strong problem-solving skills and ability to handle complex technical challenges.

Willingness to travel as needed, including possession of a valid driver’s license & own car.

Technologies:

This role involves understanding, implementing and account managing clients with a range of technologies, and while expertise in multiple areas is preferred, proficiency in all is not mandatory. Some of the technologies are:

Routing

Virtualisation

Core & Access Networks

Remote Access (VPN)

Monitoring

Storage (NAS, SAN)

WAN Services (NBN, Fibre, Fixed Wireless, 4G/5G)

Security (Firewalls, Cyber-Security)

Microsoft AD, Azure AD, Office 365, Intune/Endpoint Manager

Public Cloud (AWS, Azure)

OS (Windows desktop, Windows Server, Linux, macOS) + common application stacks on them (Active Directory, RemoteApp, etc)

Voice (SIP Trunks, Virtual PBX, Handsets, Softphones)

Backup

Physical Security (CCTV, Access Control)

Collaboration (Teams/Zoom Rooms)

The Financials & Other Details:

Job Type: Full-time

Salary: $140,000.00 - $165,000 per year + super

Additional benefits: fuel card, e-toll unit.

Location: Ability to commute to Alexandria, NSW 2015.

We look forward to hearing from you!