Ben Carey
SERVICE SUPPORT MANAGER | MSP OPERATIONS & INFRASTRUCTURE
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About
Service Support Manager with 7 years of progressive managed-services experience across service operations, Level 3 escalation management, infrastructure delivery and team development. Currently manages the SD Support function with accountability for technical team performance, the ConnectWise service board, escalations, internal technology and continuous improvement. Combines hands-on technical depth with SLA and KPI oversight, root cause analysis, client lifecycle delivery and clear communication with senior stakeholders.
Experience
Service Support Manager - Office Solutions IT - Osborne Park, WA
(2025-01)
Promoted into service support management after progressing through Maintenance Engineer, Service Engineer, Support Engineer and Senior Support Engineer roles.
- Manage all functions of the SD Support team, with direct leadership of technical engineers and a focus on service efficiency, quality and cost-effectiveness.
- Own the Service Delivery board in ConnectWise, oversee escalations and internal outages, and monitor team KPIs to keep incidents and service requests moving to timely resolution.
- Partner with the Service Delivery Manager and Service Quality Manager on internal IT support, vCIO services, policy and process maintenance, and improvements to client maintenance delivery.
- Accountable for Microsoft 365, internal IT and network infrastructure, BYOD management, third-party software review, technology purchasing and asset register accuracy.
- Deliver policy, process and systems projects while identifying maintenance efficiencies and internal cost-saving opportunities.
Senior Support Engineer - Office Solutions IT - Osborne Park, WA
(2021-11 - 2025-01)
- Acted as the primary Level 3 escalation point, owning complex incidents, service requests, change requests and installs through to professional resolution.
- Managed the ConnectWise support board, workload distribution, alert triage and ticket hygiene while monitoring SLA performance and addressing gaps proactively.
- Coached and mentored engineers, providing approachable technical guidance and coordinating resources across competing priorities and after-hours support needs.
- Identified and resolved Root Cause Analysis tickets, strengthened client documentation and implemented improvements designed to prevent recurring issues.
- Led client onboarding and offboarding activities, licensing compliance and managed-service deployment, change and decommission tasks.
- Tracked team KPIs, contributed monthly performance commentary and analysed support and project time to identify efficiency and billing improvements.
- Delivered concurrent infrastructure projects spanning Windows Server, Azure, firewalls, backup platforms and network upgrades.
Support Engineer - Office Solutions IT - Osborne Park, WA
(2021-01 - 2021-11)
- Resolved Level 1 and Level 2 issues across hardware, software, networking and security while maintaining responsive, courteous end-user support.
- Consistently met or exceeded performance expectations in a fast-paced support environment and escalated complex cases efficiently.
- Managed user expectations, communicated technical instructions clearly and contributed practical feedback to improve support processes.
Service Engineer - Office Solutions IT - Osborne Park, WA
(2020-01 - 2021-01)
- Provided first-line support and troubleshooting by phone, email and face-to-face, building strong customer relationships.
- Reduced equipment downtime through regular maintenance checks and preventive measures.
- Helped create user manuals and technical documentation for routine support and maintenance activities.
Maintenance Engineer - Office Solutions IT - Osborne Park, WA
(2019-08 - 2020-01)
- Completed preventive maintenance across multiple client environments and established schedules that reduced disruption to operations.
- Coordinated with cross-functional teams on process improvements and documented procedures for consistent knowledge transfer.
Education
Certificate IV - Computer Systems Technology - South Metropolitan TAFE (2019 - 2019)
Certificate II - Computer Assembly and Repair - South Metropolitan TAFE (2018 - 2018)
