Manager, Technical Support (IoT)

TL;DR

Manager, Technical Support (IoT): Leading and managing a team of support engineers across L1-L3 levels to ensure high-quality service delivery for mobile and IoT device management solutions with an accent on SLA management, operational excellence, and team development. Focus on driving continuous improvement in support workflows, coaching team members, and collaborating with engineering and product teams to resolve complex technical issues.

Location: Must be based in Mulgrave, VIC, Australia

Company

hirify.global is an industry-leading provider of mobile and IoT device management solutions, committed to innovation and delivering best-in-class software.

What you will do

• Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3 support tiers.
• Ensure adherence to SLAs, response times, and overall service quality standards.
• Conduct regular one-on-one meetings to drive performance, engagement, and career development.
• Monitor support queues, escalations, and resolution effectiveness to maintain operational excellence.
• Collaborate with cross-functional teams such as Product and Engineering to improve processes and customer outcomes.
• Drive continuous improvement by identifying gaps, optimizing workflows, and updating documentation.

Requirements

• Degree or Diploma in Computer Networking, IT, Computer Science, or a related field.
• 8+ years of experience in technical support, with at least 3+ years in a leadership or management role.
• Strong understanding of technical support operations, SLA management, and escalation handling.
• Knowledge of mobile computing platforms (Windows, iOS, Android) and networking fundamentals.
• Excellent verbal and written communication skills in English.
• Ability to accommodate early or late calls and meetings based on business and regional requirements.

Nice to have

• Experience with Mobile Device Management (MDM) solutions.
• Working knowledge of Microsoft SQL or similar database technologies.

Culture & Benefits

• Opportunity to work with leading-edge technologies and global tech giants.
• Collaborative and agile team environment focused on innovation.
• Strong emphasis on personal growth, continuous learning, and career development.
• Fast-paced environment with a global reach.