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.
