Description:
About the Role
NEC Darwin is seeking a Technical Operations Manager to lead our System Engineering, Cybersecurity and Architectural team in delivering high-quality operational and project-based services for government clients. In this role, you will oversee the management of Windows servers, databases, and critical Microsoft server products such as Exchange and Active Directory. You will also drive Microsoft Azure cloud integration, application deployment using MECM, and implement robust security measures to safeguard infrastructure and data.
Additionally, you will be responsible for providing architectural direction, detailed reporting for informed decision-making, and ensuring high availability of ICT infrastructure. Your leadership will ensure that service levels are met, operational processes are effective, and customer satisfaction remains a top priority.
Key Accountabilities
Customer Focus
- Ensure the team proactively performs system monitoring, alert and event response, maintenance, and patching.
- Oversee major incident response, ensuring timely updates to customers with urgency and professionalism.
- Manage daily team performance against service levels using a service center system.
- Drive problem management activities for technical issues impacting NEC customers.
- Act as the escalation point for high-priority customer incidents and changes.
- Ensure timely and accurate documentation of incidents, requests, problem tickets, asset and configuration records, and time reporting.
Continuous Improvement
- Work with subject matter experts to define technical direction and best practices across key technology areas (e.g., virtualization, anti-virus, patching, database, backup).
- Identify and implement toolsets to drive performance improvements.
- Proactively analyse and optimise processes within the team.
- Create and update procedures and workflows to enhance operational efficiency.
Team Management
- Supervise and support the technical team, fostering a collaborative and positive work environment.
- Handle HR responsibilities, including performance reviews, development planning, mentoring, and coaching.
- Lead hiring, onboarding, and offboarding processes for team members.
- Work with Service and Account Directors to ensure appropriate team resourcing by skillset and experience.
- Drive and encourage individual and team development from a technical and leadership capability perspective. Identifying training needs and encouraging certification.
- Develop and manage on-call support rosters for the team.
Reporting
- Generate management reports with accurate and relevant data on a regular and ad-hoc basis.
Skills & Experience
- Proven experience in team leadership, customer service, and project management.
- Minimum 5 years of experience in server support and troubleshooting within a relevant technical stream.
- Strong background in outsourcing environments and customer support.
- Hands-on experience working in an ITIL-governed environment.
- Expertise in team development, conflict resolution, and staff performance management.
- Excellent communication skills, with the ability to engage in open, honest, and timely discussions.
Why Join Us?
- Exciting leadership role with the opportunity to shape technical operations.
- Work with cutting-edge technologies in a dynamic and fast-paced environment.
- Be part of a team delivering critical services for government clients.
- Strong career growth and development opportunities.
If you're a strategic thinker, strong leader, and IT operations expert, we’d love to hear from you! Apply today and take the next step in your career with NEC .
What’s In It for You?
We value our growing number people and offer a fantastic workplace culture, career growth opportunities, and industry-leading benefits, including:
✅ Flexible working arrangements
✅ Bonus & wellness days (after 6 months)
✅ 14 weeks paid parental leave
✅ Up to 4 paid volunteer days per year
✅ Discounts on health insurance, travel, entertainment & more
✅ Salary sacrificing options (car leasing, super, etc.)
✅ Employee Assistance Program – free, confidential support for you & your family
Join Us & Make an Impact!
At NEC, we embrace diversity, equality, and inclusion. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, and individuals from culturally diverse backgrounds.
Ready to take your career to the next level? Apply now and let’s build something amazing together