Customer Service Desk Lead (Technical)

Job Location: Melbourne (must be living in Melbourne or relocate to Melbourne within 2 weeks) Work from office as per company policy. Currently 4 days .

Job Summary: This role is responsible for managing and delivering technical support for M2M devices and airtime services (mobile and satellite) across a large, diverse customer base. The role is hands-on – personally troubleshooting and resolving complex issues while guiding and developing a small team of L2 support engineers. The role works closely with the Sales, Accounts, and mobile network provider teams to ensure prompt and effective issue resolution for customers.

Responsibilities

• Own the end-to-end incident management lifecycle at a L2/L3 layer – define, document, and continuously improve processes; drive team adherence through training, audits, and corrective action [ 10% ].

Review and triage incoming customer tickets daily; assign issues to team members based on skill level, while personally managing complex or high-impact issues through to resolution; maintain clear and timely communication with customers throughout the issue lifecycle, collaborating with Sales and Accounts teams to ensure consistent communication and a coordinated response. [ 35% ]

Manage escalations to M2M device vendors and airtime service providers; hold third parties accountable to agreed resolution timeframes and maintain productive working relationships to support fast customer outcomes. [ 10% ]

Manage day-to-day team operations including workload distribution, rostering, and performance coaching; act as the first escalation point for team members and support them in resolving issues assigned to them. [ 10% ]

Engage proactively with airtime service providers on new services/platforms/products or changes to existing ones; lead the planning, testing, and execution of onboarding activities to ensure seamless transitions with minimal customer impact. [ 25% ]

Produce and present regular performance reports to stakeholders; drive process compliance and lead audits and assessments. [ 10% ]

Minimum Qualifications

• An engineering degree in Electronics, Telecommunications or Computer Networks or a related field.

• Minimum eight (8) years of experience in a technical support role (L2 or L3), including at least five (5) years supporting mobile airtime services, IP networks, and M2M devices, and at least three (3) years leading a technical support team.

• Experience as a power user of Cisco Jasper or equivalent M2M connectivity management platform, and CRM systems (ZOHO or Salesforce preferred).

• Strong stakeholder management skills with the ability to navigate complex, multi-party incidents effectively.

• Proven ability to lead and guide a small team of technical support engineers.

• Desired Qualifications ITSM ticketing platform experience, preferably ZOHO Desk.

• Experience with Satellite network services like IRIDIUM, Viasat etc.

• Cisco CCNA or equivalent IP networking certification.

• Experience with Palo Alto firewalls or equivalent next-generation firewall platforms.

• The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

• All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

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