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Technical Support Queue Manager
Optic Security Group
This job is no longer accepting applications
See open jobs at Optic Security Group.See open jobs similar to "Technical Support Queue Manager" Arena Investors.IT, Customer Service
Auckland, New Zealand
Posted on Mar 20, 2026
You’re good at what you do. And because of that you’ve got plenty of choices about who you work for and what you do. Rather than filling the next page with corporate platitudes and fluff, we’ll cut to the chase...
What's on offer?
Essential to ensuring the smooth running of technical support operations, Optic Security Group (OSG) are looking for a Technical Support Queue Manager to join their team in this newly created position. A focus on timely and efficient issue resolution, this role will see you effectively managing the support ticket queue, collaborating with internal and external teams, and leveraging tools such as PowerBI and Jira for reporting.
This role will see you overseeing and managing the flow of technical support requests and incidents within the organisation. You will ensure all request are properly triaged, prioritised, assigned to the right personnel and resolved within agreed SLAs. As Technical Support Queue Manager, you will manage communication with client sites for compliance requirements which may involve some occasional after-hours or weekend work to fit with their operation schedules.
Your role will involve, but not be limited to:
As you may know, we (Optic Digital) are part of Optic Security Group (OSG). We are OSG’s technology talent and IT division and with that, we have the privilege of recruiting this Security Technician opportunity for them. So, you know about Optic Digital...but who are OSG? Let us tell you...
Optic Security Group is Australasia’s most technically advanced converged Enterprise Security Risk Management Group, working with over 1000 customers in both Australia & New Zealand. We design and install security solutions for Government, Health & Aged Care, Educational, Industrial, leading Retail, and Commercial organisations, including major airports, hospitals, and defence.
Optic Security Group brings unparalleled resource capability, keeping people, assets, information, and infrastructure safe. We provide comprehensive IP networked and integrated commercial security systems, including but not limited to intrusion detection, access control, video surveillance, fire detection, and 24/7 monitoring. Within Optic we have over 30 years of proven expertise in tailoring solutions to meet a wide array of customer needs.
Keen to know more, head over to www.opticsecuritygroup.com and check them out.
What you'll bring
Haven't heard about Optic Digital?
So why do any of that with us? We’re good people who are well connected into great clients. We know what we’re doing, and we’ll back you 100% to get the role you’re after. We’ll get to know you, and what you like, so we can have your next role ready when you are.
We’ll pay you as much as we can and as your skills and experiences grow, we’ll go into bat for you and help you recognise that growing value too. And the best proof of that? Most of our contractor team have been with us for years, across multiple roles, employers, projects, babies, pandemics etc.
We pride ourselves on knowing IT people and we would like to get to know you.
Wanna talk? Apply Now and let's get started.
The small print
Applications close 16.04.2026 and can only be submitted via Seek.
Please note, only applicants that are eligible to work in New Zealand and can make themselves available for interviews in Auckland will be considered.
For any questions regarding the role, please get in touch with Andrea at andrea.may@opticdigital.com.
What's on offer?
Essential to ensuring the smooth running of technical support operations, Optic Security Group (OSG) are looking for a Technical Support Queue Manager to join their team in this newly created position. A focus on timely and efficient issue resolution, this role will see you effectively managing the support ticket queue, collaborating with internal and external teams, and leveraging tools such as PowerBI and Jira for reporting.
This role will see you overseeing and managing the flow of technical support requests and incidents within the organisation. You will ensure all request are properly triaged, prioritised, assigned to the right personnel and resolved within agreed SLAs. As Technical Support Queue Manager, you will manage communication with client sites for compliance requirements which may involve some occasional after-hours or weekend work to fit with their operation schedules.
Your role will involve, but not be limited to:
- Act as the point of contact for escalating issues, ensuring that priority requests are escalated to the appropriate personnel.
- Continuously review open tickets to ensure they are prioritised according to business impact, urgency and severity.
- Collaborate with stakeholders to ensure smooth ticket handoffs and resolution progress.
- Use PowerBI and Jira dashboards to monitor ticket progress, identify bottlenecks and track key performance indicators.
- Collaborate with IT leadership to develop and implement improvements to existing support processes, tools and technologies.
- Manage a network of regional subcontractors.
- Ensure Health & Safety compliance.
As you may know, we (Optic Digital) are part of Optic Security Group (OSG). We are OSG’s technology talent and IT division and with that, we have the privilege of recruiting this Security Technician opportunity for them. So, you know about Optic Digital...but who are OSG? Let us tell you...
Optic Security Group is Australasia’s most technically advanced converged Enterprise Security Risk Management Group, working with over 1000 customers in both Australia & New Zealand. We design and install security solutions for Government, Health & Aged Care, Educational, Industrial, leading Retail, and Commercial organisations, including major airports, hospitals, and defence.
Optic Security Group brings unparalleled resource capability, keeping people, assets, information, and infrastructure safe. We provide comprehensive IP networked and integrated commercial security systems, including but not limited to intrusion detection, access control, video surveillance, fire detection, and 24/7 monitoring. Within Optic we have over 30 years of proven expertise in tailoring solutions to meet a wide array of customer needs.
Keen to know more, head over to www.opticsecuritygroup.com and check them out.
What you'll bring
- Familiarity with IT support ticketing systems such as Jira, ServiceNow or Zendesk.
- Experience with PowerBI or similar reporting tools to generate dashboards and track performance metrics.
- Previous experience in IT support operations, ideally queue management, service desk or incident management role.
- Demonstrated experience in understanding and managing SLAs.
- Strong communication skills with the ability to interact with both technical and non-technical teams.
Haven't heard about Optic Digital?
So why do any of that with us? We’re good people who are well connected into great clients. We know what we’re doing, and we’ll back you 100% to get the role you’re after. We’ll get to know you, and what you like, so we can have your next role ready when you are.
We’ll pay you as much as we can and as your skills and experiences grow, we’ll go into bat for you and help you recognise that growing value too. And the best proof of that? Most of our contractor team have been with us for years, across multiple roles, employers, projects, babies, pandemics etc.
We pride ourselves on knowing IT people and we would like to get to know you.
Wanna talk? Apply Now and let's get started.
The small print
Applications close 16.04.2026 and can only be submitted via Seek.
Please note, only applicants that are eligible to work in New Zealand and can make themselves available for interviews in Auckland will be considered.
For any questions regarding the role, please get in touch with Andrea at andrea.may@opticdigital.com.
This job is no longer accepting applications
See open jobs at Optic Security Group.See open jobs similar to "Technical Support Queue Manager" Arena Investors.