Manager, Technical Support (IoT)

Location: Mulgrave, Victoria, Australia

Company

hirify.global provides mobile and IoT management solutions for enterprise customers, managing millions of devices worldwide.

What you will do

• Lead Team Leads and L1–L3 Support Engineers, setting goals, tracking performance, coaching employees, and supporting hiring and onboarding.
• Ensure cases, incidents, and escalations are resolved within SLA and act as the final escalation point for critical issues.
• Own major incidents from start to closure, coordinate with engineering, product, and infrastructure teams, and conduct root cause analysis.
• Partner with ANZ leadership, Sales, Professional Services, Product, and customers during incidents and escalations.
• Improve support workflows, SOPs, playbooks, escalation paths, automation, and knowledge management.
• Track SLA, CSAT, resolution time, and backlog metrics and report insights to leadership.

Requirements

• At least 3 years of technical support management experience and 6+ years of technical support leadership experience.
• Degree or diploma in Computer Networking, Information Technology, Computer Science, or a related technical field.
• Strong technical troubleshooting, people management, communication, and problem-solving skills.
• Outstanding verbal and written English communication skills required.
• Knowledge of mobile computing, including Windows Mobile, iOS, BlackBerry, and Android devices.
• Knowledge of networking and databases, with experience using tools such as Salesforce, Jira, Power BI, and Microsoft SQL.

Nice to have

• Experience with mobile device management solutions.

Culture & Benefits

• Culture focused on personal growth, continuous innovation, and collaboration.
• Opportunities to work with leading-edge technologies and complex projects.
• Collaboration with technology partners and global teams.
• Flexibility to attend occasional unusual business hours, leadership meetings, and escalation calls is expected.