Job Description

About the Role

NEC Darwin is seeking a Technical Operations Manager to lead our System Engineering 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.

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

• Lead proactive system monitoring, maintenance, patching, and incident response.
• Manage major incidents and provide timely, professional customer updates.
• Oversee team performance against service levels and service centre metrics.
• Drive problem management and act as the escalation point for high‑priority issues.
• Ensure accurate documentation across incidents, requests, problems, assets, and configurations.
• Work with SMEs to define technical direction and best practices.
• Identify and implement tools and process improvements to lift efficiency.
• Streamline and enhance operational workflows and procedures.
• Lead, mentor, and support the technical team to foster a positive, high‑performing culture.
• Manage HR activities, including performance reviews, development planning, and coaching.
• Oversee hiring, onboarding, and offboarding processes.
• Partner with Service and Account Directors to ensure effective team resourcing.
• Drive technical and leadership development, including training and certification.
• Manage the team’s on‑call roster.

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.

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

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