Customer Service Desk Lead (Technical)

Location: Melbourne, Australia; must be living in Melbourne or able to relocate to Melbourne within 2 weeks. The role requires working from the office 4 days per week under company policy.

Company

hirify.global provides M2M devices and mobile and satellite airtime services for a diverse customer base.

What you will do

• Own the end-to-end L2/L3 incident management lifecycle, including process definition, documentation, continuous improvement, training, audits, and corrective actions.
• Review and triage customer tickets, distribute work across the support team, and personally resolve complex or high-impact technical issues.
• Coordinate customer communications and incident resolution with Sales, Accounts, M2M device vendors, and airtime service providers.
• Manage team operations, including workload distribution, rostering, performance coaching, and first-level escalations.
• Lead planning, testing, and execution of onboarding activities for new or changed airtime services, platforms, and products.
• Prepare and present performance reports while driving process compliance and leading audits and assessments.

Requirements

• Engineering degree in Electronics, Telecommunications, Computer Networks, or a related field.
• At least 8 years of L2/L3 technical support experience, including 5 years supporting mobile airtime services, IP networks, and M2M devices.
• At least 3 years of experience leading a technical support team.
• Power-user experience with Cisco Jasper or an equivalent M2M connectivity management platform, plus CRM systems such as ZOHO or Salesforce.
• Strong stakeholder management skills and the ability to coordinate complex, multi-party incidents.
• Must be based in Melbourne or relocate to Melbourne within 2 weeks and work from the office 4 days per week.

Nice to have

• Experience with ITSM ticketing platforms, preferably ZOHO Desk.
• Experience with satellite network services such as IRIDIUM or Viasat.
• Cisco CCNA or an equivalent IP networking certification.
• Experience with Palo Alto firewalls or equivalent next-generation firewall platforms.

Culture & Benefits

• Hands-on technical support role with responsibility for customer outcomes and service reliability.
• Close collaboration with Sales, Accounts, vendors, and mobile network providers.
• Structured office-based working arrangement in Melbourne, with 4 office days per week.