Technical Service Manager

RTM Cloud is a fast-growing Australian SaaS/IoT company delivering real-time monitoring solutions across the aged care, healthcare, construction, energy, and security sectors. We provide integrated tech (software and IoT hardware) that gives our clients live visibility and control in critical environments.

With our commitment to excellence and customer satisfaction, we are poised to become one of the leading service and support providers across all states and territories throughout Australia. As we continue to grow, we are seeking talented individuals who share our passion for delivering exceptional service and who are eager to contribute to our success. We are based in Clontarf, Brisbane, with clients around Australia and New Zealand and team based in Victoria.

THE OPPORTUNITY

We're looking for an experienced Technical Service Manager to lead and support our national field technician team, based out of Melbourne, VIC.

This is a hands-on leadership role where you'll be responsible for scheduling, field performance, SLA compliance, and team development, while acting as the key link between our on-road teams and internal stakeholders. The role includes periodic interstate travel to QLD, NSW, SA and WA covering field operations and client sites. You'll also take part in a rostered on-call week (rotating monthly with the technician team) and act as the final escalation point for critical after-hours issues - a paid, separately compensated component of the role.

You'll report directly to our Chief Operations Officer and play a critical role in how we deliver for our clients every day.

Whether you're a senior technician ready to take the next step into leadership, or you're already managing a service team in the security or technology space, we want to hear from you.

WHAT YOU'LL DO

Team Leadership and Management

• Lead, support, and develop on-road technicians and service support staff
• Oversee technician scheduling, availability, and field performance
• Conduct regular check-ins and toolbox meetings
• Provide mentoring, coaching, and day-to-day support to field staff

Service Operations and Coordination

• Ensure timely response and resolution of service jobs across client sites
• Review and approve technician documentation including job sheets and site updates
• Oversee Service Level Agreements and compliance with escalation procedures
• Assist with planning, rostering, and technician onboarding
• Coordinate with Projects and Compliance teams on site readiness and completion

Reporting and Communication

• Report regularly to the COO on service delivery, team performance, and staff updates
• Track and report on key metrics including time-to-resolve, SLA compliance, and technician performance
• Act as point of escalation for technician and client issues on site
• Liaise with internal departments to ensure operational alignment

WHAT WE'RE LOOKING FOR

• Strong background in field technician roles - CCTV, access control, or similar security and technology systems
• Proven team leadership and people management skills
• Experience overseeing scheduling, SLAs, and field operations
• Confident using digital tools and field management systems
• Excellent communication skills. You can brief a technician and present to leadership with equal clarity.
• Calm under pressure with a solution-focused mindset
• Proficient in Microsoft Office and comfortable with reporting and documentation
• Nurse call or aged care experience is not required. We’ll provide full product training. What matters most is your technical foundation and your ability to lead a team.

WHAT WE OFFER

• Full-time, permanent role based in Melbourne, VIC
• Interstate travel - variety in the role from day one - includes car allowance
• Genuine opportunity to shape how our service function grows
• A leadership team that invests in its people

RTM Group is committed to building a team that reflects the communities we serve. We welcome applications from all backgrounds.

#J-18808-Ljbffr