Technical & Service Operations Manager

About Asta:

We are a leading full-service technology and consulting firm. Our technology solutions are supported by our advice and consulting, and we always recommend fit for purpose solutions. 

We are looking for a Technical & Service Operations Manager who is enthusiastic about what they do, who wishes to grow their career and is eager to take on new challenges, with a learning mindset. 

About the role:

We are looking for an enthusiastic and career-driven Technical & Service Operations Manager to join our team. In this pivotal role, you will lead our technical strategy, offer expert guidance to customers, and manage our Technical Support Teams. Your primary focus will be to maintain and optimise Asta’s technical environment and client operations, ensuring they align with our strategic objectives and achieve high client satisfaction. 

You will be involved in: 

• Maintain and manage Asta’s technical environment, ensuring all systems are secure, monitored, and strategically directed.
• Assist in presales activities, including proposal writing and developing new service offerings.
• Lead Service Delivery Management activities for key clients.
• Manage the Technical and Service Desk teams, ensuring 24/7 support and exceeding SLAs and KPIs.
• Monitor team performance, identify trends, and implement changes to improve efficiency and service levels.
• Act as the key point of contact for client service agreements and provide monthly operational updates.
• Oversee project transitions to support and maintenance, ensuring accurate client technical documentation.
• Develop and maintain policies, procedures, and standards, ensuring team training and development.
• Create strategies for remote, onsite, and Asta operations in alignment with the SIT Strategic Framework.
• Lead incident and change management processes to minimise client impact and ensure controlled implementation.
• Conduct regular one-on-one meetings with the team to track progress and provide support/guidance. 
• Stay updated on industry trends and best practices to improve the Technical Services function using AI and automation.

To thrive in this role, you will need to have: 

• Leadership: Demonstrated ability to motivate and inspire team members, set goals, and provide guidance and support.
• Technical Knowledge: Strong understanding of IT systems, infrastructure, and applications used by clients.
• Communication Skills: Excellent ability to communicate with team members, clients, and stakeholders to resolve issues effectively.
• Client Service Focus: Strong focus on understanding and meeting customer needs and expectations.
• Problem-Solving Skills: Proficiency in analysing data, identifying trends, and developing strategies to improve performance.
• Project Management: Ability to manage multiple projects, prioritise tasks, and allocate resources efficiently.
• Change Management: Expertise in strategic planning and implementing structured processes for IT changes.
• Process Improvement: Track record of automating manual processes, maximising tools and technology to enhance productivity and efficiency.
• Training and Development: Ability to coach, mentor, and develop training programs for team members.

You will benefit from:

Our people are at the heart of everything we do, so if our team is happy, we are happy!

You can see the benefits that Asta offers on the Careers page of our website here https://www.asta.com.au/careers. 

So, what are you waiting for? Apply now! We’d love to hear from you.

Please note:

• You must have the right to live and work in Australia
• All short-listed candidates will be subject to a National Police Check