Wholesale Support Manager

Aussie Broadband’s (ABB) purpose is to change the game in telecommunications through better service, smarter solutions, and a customer-first mindset.

As the Wholesale Support Manager, you will play a key role in bringing this purpose to life by leading and overseeing the Wholesale Support team. You’ll be responsible for ensuring seamless delivery across provisioning, service delivery, and both general and advanced technical support, while driving a high-performance culture and exceptional customer outcomes.

Excited to grow your career?

 

We value our talented employees, and whenever possible strive to help one of our team to grow professionally.

 

Our people make all the difference in our success.

Let’s talk about you!

As our Wholesale Support Manager, you will bring our values to life by delivering the following activities and outcomes:

• Identify, design, and implement improved business processes to enhance the support experience.

• Lead and manage team performance, working closely with staff to ensure targets and KPIs are consistently achieved.

• Build and maintain strong, organisation-wide stakeholder relationships, ensuring ongoing engagement with key partners.

• Take accountability for the overall management of risks and issues relating to activations and assurance activities.

• Develop, review, and maintain knowledge articles and work instructions to support the Wholesale Support team.

• Act as the escalation point for complex faults, modifications, and customer or partner enquiries.

• Support field technicians and customers by providing network and technical assistance where required.

• Oversee team administration and perform other duties as required.

How will you support our "Why?"

• Strong understanding of the telco industry, including Voice, hosted PABX, Cisco routers, FortiGate firewalls, and related technologies.

• Proven experience in Team Manager / Team Leader / Call Centre leadership roles.

• Hands-on experience with small to large-scale SD-WAN, MPLS, and Layer 2 network environments.

• Experience across managed services, including Cloud Connect, hosted telephony systems, and managed routing & switching.

• Demonstrated success in building and establishing new teams, including shaping culture and ways of working.

Key capabilities:

• Strong problem-solving skills with a leadership mindset.

• Highly organised with excellent time management and prioritisation skills.

• Clear, confident written and verbal communication.

• Ability to work independently while contributing effectively within a team.

• Quick to learn, adaptable, and comfortable in fast-changing environments.

If this role speaks to you, hit the apply button to submit your application! Or if you feel you still have a bit more to learn - reach out to the assigned Recruitment Business Partner (found on right-hand side of the advert) and they’ll provide you with some insights on ways to progress and upskill within Aussie.