Number of Positions Available: 1 ABOUT US The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity. About the Role: We are seeking a Technical Response Manager for a Permanent Full-Time opportunity at location: THQ Blackburn, VIC / THQ Redfern, NSW. Purpose of the Role: This role leads the Level 2 and Vendor Support function across people, process, and technology, ensuring high-quality service delivery and a strong customer experience. It focuses on performance reporting, continuous improvement, and knowledge sharing to uplift Level 1 capability and increase first-call resolution. The role also partners with strategic technology providers to drive alignment, manage escalations, and monitor SLA and performance outcomes. Key Roles and Responsibilities: This role drives excellence in Level 2 and Vendor Support operations, strengthening team capability, service quality, and strategic alignment across the IT landscape. Incident & Service Management Oversee Level 2 incidents, service requests, and problem management, ensuring timely resolution, effective collaboration with internal teams and vendors, and strong knowledge transfer. Team Leadership & Development Lead, mentor, and develop team members by strengthening technical capability, customer service, ITIL practices, and documentation, while uplifting Level 1 support through training. Service Quality & Continuous Improvement Monitor SLAs, performance metrics, and customer feedback to identify trends and drive process improvements, automation, and enhanced service efficiency. Knowledge & Training Management Maintain and improve knowledge base resources and develop user-friendly training materials to support both Service Desk teams and end-users. Platform & Technical Expertise Provide Level 2 support and guidance across key platforms including Microsoft 365, Teams Calling, Office, SOE/MOE environments, and device lifecycle management. Collaboration & Strategic Alignment Partner with IT leadership, internal teams, and vendors to ensure alignment with organisational goals, contributing to strategic initiatives and the IT roadmap. Governance & People Management Ensure compliance with best practices, manage vendor relationships, and oversee recruitment, performance, and development of staff while supporting BAU and project integration. Education and Qualifications Required: Soft Skills Proven leadership experience managing Level 2/3 technical support teams in a large enterprise environment Strong stakeholder engagement and collaboration across IT teams, vendors, and business units Customer-centric mindset with a focus on delivering exceptional service experience Excellent communication skills (verbal and written), including knowledge sharing and training delivery Problem-solving and critical thinking with the ability to manage complex incidents and escalations Technical Skills & Qualifications Bachelor’s degree in computer science, Information Technology, or related field ITIL Foundation Certification (desirable) with strong understanding of IT service management practices Extensive experience in IT service delivery within large enterprise environments (5 years) Deep expertise in cloud computing, networking, and security Strong hands-on experience with Microsoft 365 suite, Office, MS Teams (Calling/VC), SharePoint, and Windows Server Experience with Intune / Endpoint Manager and device lifecycle management Experience in application packaging and building Standard Operating Environments (SOE) Microsoft Certified Solutions Expert (MCSE): Productivity (desirable) Experience with Microsoft Azure and Service Now (highly regarded) Requirements of the role: A National Criminal History Check is required What we offer As a registered NFP we offer our eligible employees real and meaningful benefits such as; NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit ($2,650) Generous Paid Parental leave for primary (12 weeks) & secondary carers, Purchased Leave Scheme (up to 8 weeks) and 5 days paid leave per year to experience working in other TSA programs or activities. Ongoing training and development opportunities that enhance on the job skills and proficiency. Flexible working conditions Purpose driven career which has positive social and sustainable outcomes Employee Assistance Program - Independent confidential counselling service; Opportunity for career development. An inclusive culture of dedicated, passionate and professional team members Positively supporting and impacting the lives of others through your career contribution The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. W e are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people. The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check. We value Integrity, Compassion, Respect, Diversity, and Collaboration
