Application Support Team Leader

About Us

Symbio, part of the Aussie Broadband Group, is revolutionising global communications. Our platform delivers the full communications stack, from carrier infrastructure to enterprise collaboration solutions, across multiple Asia-Pacific markets. Our goal is to be the telco people love – our customers, team members, shareholders, and partners.

Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services, operates two  Tier 1 voice providers in Australia and owns fibre infrastructure.

Our culture is built on five values that guide everything we do:

Don't be ordinary, be awesome | Think BIG  |  No bullsh*t  |  Be good to people  |  Have fun

We're looking for an experienced Application Support Team Leader to lead a high-performing team responsible for supporting critical telecommunications platforms and services. This is an opportunity for a people-focused leader who thrives in a fast-paced technology environment and enjoys balancing operational excellence, technical problem-solving and exceptional customer outcomes.

As our Application Support Team Leader, you'll lead a team of application support analysts, ensuring reliable day-to-day support across key systems and services. You'll work closely with customers, internal stakeholders, vendors and technology partners to resolve complex issues, drive continuous improvement and deliver outstanding service experiences.

This role is a hybrid work model that combines office and remote working.

What you’ll be doing:

• Lead, coach and develop a high-performing Application Support team, ensuring effective resourcing, knowledge sharing and continuous development.
• Oversee incidents, service requests and technical escalations, driving timely resolution and strong service outcomes.
• Act as the key escalation point for customers and stakeholders, providing clear communication and issue management.
• Monitor service performance, KPIs and SLAs, using data and insights to drive continuous improvement and operational excellence.
• Partner with internal teams, vendors and stakeholders to improve service delivery, manage risks and support business initiatives.

What we’re looking for

• Experience working within a technology, telecommunications or service delivery environment.
• Strong understanding of application support, incident management, service requests, SLAs and operational support processes.
• Experience managing incidents, escalations and competing priorities.
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Proven ability to build strong relationships with customers, stakeholders and external partners.
• A proactive approach to problem-solving, continuous improvement and service delivery.
• Relevant qualification in Information Technology, Computer Science, Telecommunications or a related field, or equivalent practical experience.

Desirable

• Experience working within ITIL-based environments.
• Experience supporting customer-facing applications, platforms, APIs or telecommunications services.
• Knowledge of telecommunications technologies including Mobile, NBN, Ethernet, SIP, Hosted Voice and VoIP.
• Experience with APIs, databases and application integrations.
• Experience using operational reporting, KPIs and service metrics to drive performance improvements.
• Previous people leadership or team management experience.

Why Join Us

At Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole selves to work. As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people."

We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.

The Good Stuff

• 26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)

• Discounted internet up to the value of $109 per month

• 20% off Mobile services

• Fitness Passport for access to multiple gyms and pools across Australia

• Flexible working arrangements

• Employee Assistance Program (EAP)

• Discounts with Specsavers, HCF, and many more

• Monthly rewards and recognition

• Internal training and development resources to support your career growth

• Yearly Aussie merch allowance 

Ready to Join? 

Hit the apply button to submit your application and our team will be in touch! 

Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire. 

For questions, reach out to [email protected]. Just note that all applications must be submitted via the job link.