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About the Role

We are seeking a highly skilled Manager, Support Services Engineering to guide and elevate our support Service Engineering Team based in Sydney. You will play a critical role in ensuring the day-to-day efficiency of support operations, while mentoring staff, optimizing internal processes, and leading key initiatives such as automation, ticketing improvements, and knowledge base development.

Responsibilities

• Manage, mentor, and support a technical support team during operational hours (rotating 8am–7pm coverage).
• Foster a positive and empowered team culture, encouraging ownership and professional growth.
• Oversee triage and resolution of support tickets, ensuring high-quality service across multiple regions (AU, UK, CA, US, Ireland, Vietnam).
• Collaborate cross-functionally with product, engineering, and operations teams to improve service delivery.
• Own and advance the ITSM platform (Zendesk, ServiceNow/Jira Service Management) and its integrations with monitoring, CMDB, and identity systems, including Jira, Shortcut.
• Deploy AI-assisted diagnostics, virtual agents, and RPA to eliminate low-value manual work.
• Manage Incident Management by leveraging toolsets e.g. PagerDuty.
• Partner with Product Engineering to embed observability hooks that give Tier 2 direct insight into application health.
• Design and implement improvements to the support knowledge base and explore opportunities for automation and support bots.
• Contribute to process improvement initiatives, including documentation, best practices, and service workflows.
• Support the rollout and improvement of internal tools and systems, including SSRS, Azure DevOps, and Elastic Search querying.
• Participate in regulatory audits including ISO 27001-aligned playbook.
• Assist in creating a business-facing health dashboard showing SLA attainment, MTTR, NPS/CSAT, and backlog burn-down in real time.
• Drive adoption and advancement of AI tools and automation within the support services activities.
• Attain Sub-10 minute live response, 95%+ first-contact resolution for Tier 1 and Tier 2 issues, and reach ≥ 80% of recurring requests fully automated via self-service, chatbots, or zero-touch tooling.

Requirements

• Proven experience managing a technical support/helpdesk or service operations team.
• Strong SQL skills, including ability to work with stored procedures, temp tables, joins, and data manipulation.
• Track record of hitting aggressive SLA targets while scaling headcount and spend responsibly.
• Subject matter expert in ITIL, incident/problem/change practices; ITIL 4 or HDI-SCTL certifications a plus.
• Hands-on familiarity with modern ITSM suites, endpoint management (Intune/Jamf), SSO/IDaaS, SaaS administration, and cloud (AWS/Azure/GCP).
• Operational knowledge of observability stacks (APM/logging/metrics) and how they feed L2/L3 support loops.
• Comfortable managing vendors, contract negotiations, and multi-million-dollar budgets.
• Familiarity with Python or C# for light engineering collaboration.
• Experience managing or building a support knowledge base or internal wiki.
• SSRS report generation and ad-hoc BI data analysis.
• Hands-on experience with Zendesk, JIRA, and incident tracking systems.
• Strong technical troubleshooting skills (Windows desktop/server environments, network hardware).
• Understanding of cloud platforms (especially Azure) and IT infrastructure (firewalls, switches, wireless access points).
• Ability to collaborate globally across time zones, including with leadership and technical teams.

Skills

• SQL
• ITIL
• ITSM suites
• Endpoint management
• SSO/IDaaS
• SaaS administration
• Cloud (AWS/Azure/GCP)
• Observability stacks
• Python
• C#
• Zendesk
• JIRA
• Incident tracking systems
• Technical troubleshooting
• Windows desktop/server environments
• Network hardware
• Azure
• Firewalls
• Switches
• Wireless access points

Location

• Sydney

Work Type

• Full-time

Experience Level

• Manager
• Leadership

Benefits

• 11.5% Superannuation (or current legislated rate).
• 20 days of paid annual leave.
• 10 days of paid personal/carer’s leave.
• 2 days of bereavement and compassionate leave.
• Public holidays (NSW).
• Parental leave in line with National Employment Standards.
• Long service leave (after applicable tenure).

About the Company

• At Neilson, our mission is to make life insurance simple and accessible to everyone.
• We’re dedicated to helping families secure financial protection for their loved ones with a range of options.
• Since launching in 2012, Neilson has successfully expanded from a UK-only business with 100 employees to an award-winning international operation and leader in the global life insurance market, now with 1000 employees and offices in USA, Canada, Ireland, and Australia.