Regional Technical Support Supervisor - East

The Regional Technical Support Supervisor leads the day-to-day regional Technical Support operation to deliver high-quality service, efficient workflow, and compliance with National Technical Support standards, processes, and tools. The role directly supervises regional technical staff and workshop operations, manages local scheduling and priorities, and executes national initiatives. The role supports projects and provides technical expertise within the region, escalating systemic risks or major incidents to the National role.

Key Accountabilities:

Service Delivery & SLA Performance:

• Ensure regional Managed Services Agreements (MSA) meet Service Level Agreement (SLA) deadlines in alignment with national standards and guidance

• Monitor Service Delivery Plus (SDP) for SLA breaches, open and aged tickets; take corrective actions and escalate systemic issues to the National Technical Support Manager

• Drive repair turnaround times; ensure works are completed efficiently and on schedule

• Support Service Delivery Managers and clients with regular MSA reviews; represent the region and provide data into national reporting

Operational Management:

• Track repair, implement local actions and provide inputs to national continuous improvement

• Identify resource gaps and skills requirements; escalate resourcing needs to the National Technical Support Manager

• Operate and maintain regional systems and infrastructure to minimise risk to service availability; escalate major risks/incidents to National Technical Support Manager

Reporting & Governance:

• Provide timely regional reports covering SLA performance, ticket volumes and aging, repair metrics, causes of delays/breaches, and mitigation actions as part of national governance cadence

Technical Leadership & Quality:

• Lead, manage, and develop the regional Technical Support team to achieve high performance, technical excellence, SLA compliance, and continuous improvement

• Ensure all technical work meets defined quality standards and documentation requirements

• Conduct regular inspections of work quality; provide feedback and implement corrective actions

Quoting & Commercial Responsibilities:

• Prepare quotes for minor works and service within approved delegations a

• Support accurate and timely invoicing by submitting complete information; financial ownership remains with National Technical Support Manager

People Leadership & Development:

• Provide on-the-job coaching, mentoring, and training; support apprenticeships and OEM/vendor training plans as directed by the National Technical Support Manager

• Approve team leave in line with operational requirements and national workforce plans

• Foster a culture of collaboration, accountability, safety, and continuous improvement

Skills and Experience:

• Minimum Certificate III in Electronics and Communications (UEE30911), or equivalent qualification in Communications, Telecommunications, or Radio/ICT Engineering

• Minimum 15 years of experience with radio frequency systems, telecommunications equipment maintenance, and systems integration

• High-level knowledge in: Digital radio (TETRA, P25, DMR), Analogue radio (AM/FM), Antenna systems (LMR and microwave), DC power systems (solar, hybrid, UPS).

• Broad experience with multiple equipment brands and technologies

• Minimum 7 years’ management or supervisory experience in a similar environment

• Demonstrated coaching, leadership, mentoring, and training capability

• Strong knowledge of applicable Commonwealth and State legislation (Radio Communications Act, Telecommunications Act, WHS Act, WHS (Mines) Regulations)

• Experience in project delivery, technical design, specifications, and scope of works documentation (regional execution)

• Customer-facing experience in service delivery environments

• Experience managing safe workplaces in accordance with legislated requirements

• Strong leadership capability to inspire, motivate, and develop regional teams

• Sound judgement and decision-making with limited direction; knows when to escalate

• Effective time management and ability to manage competing priorities

• Strong stakeholder management and cross-functional collaboration skills