Technical and Service Lead

Job Description

• Lead, mentor, and develop a dedicated team of IT service professionals.
• Drive service excellence and champion process improvement in a dynamic, fast-paced environment.
• Join a forward-thinking and growing company focused on innovation and outstanding client success.

About Our Client

Our client is a leading Managed Services Provider (MSP) renowned for their unwavering commitment to exceptional customer service and proactive IT management. They foster a highly collaborative and supportive internal culture, empowering their team through continuous learning and professional development. With a strong focus on innovation, they leverage modern technology and best practices to optimise client infrastructure, streamline processes, and drive business efficiency.

About the role

The Service Team Leader is a pivotal role responsible for guiding the service team to deliver expert-level technical support. This position blends hands-on technical oversight with strong people leadership, ensuring complex hardware, software, and network issues are resolved efficiently while fostering a high-performing and motivated team culture. You will be instrumental in managing service delivery, driving customer satisfaction, and contributing to the continuous improvement of operational processes.

Must haves:

• Proven experience leading a technical support or service desk team within a Managed Services Provider (MSP).
• Demonstrated ability to drive team performance using metrics and KPIs.
• Exceptional communication, leadership, and people management skills.

Role and Responsibilities

• Lead, mentor, coach, and develop the service team, fostering a culture of technical excellence and outstanding customer service.
• Ensure all service requests and incidents are managed and resolved within agreed-upon Service Level Agreements (SLAs).
• Champion and maintain exceptionally high levels of customer satisfaction, addressing feedback to drive service improvements.
• Act as a key escalation point for complex technical issues, providing expert guidance and ensuring timely resolution.
• Drive the continuous improvement of support processes, documentation, and knowledge base articles.
• Manage team performance, utilisation, and productivity to meet and exceed business objectives.
• Oversee the seamless and efficient onboarding of new clients into the service delivery framework.
• Generate and analyse reports on team performance, service trends, and recurring issues to inform strategic decisions.

Experience/Skills

• Minimum of 5 years’ experience working within a Managed Services Provider (MSP) environment.
• Minimum of 3 years’ proven management experience leading a team of 5 or more technical staff.
• Strong technical experience to act as L3 technical escalation point
• Strong people management skills including employee development, performance reviews, conflict resolution, and fostering a customer-centric team focus.
• Demonstrated ability to thrive in an interrupt-driven, fast-paced environment while delivering quality solutions.
• Excellent analytical, problem-solving, and organisational skills.
• Experience with project management or providing IT support to the Medical industry would be highly regarded.

Qualification

• Higher School Certificate (HSC) or equivalent.
• Certificate IV in Information Technology or higher.
• A formal qualification in Management (TAFE or equivalent).
• Industry certifications such as Microsoft (MTA, MCSA, MCSE, MCITP) or Cisco (CCNA) are highly desirable.
• University qualifications in Management would be advantageous.

What is on offer

• A competitive salary package commensurate with your experience.
• The opportunity to lead and shape a high-performing technical team in a key leadership role.
• A supportive and collaborative work environment focused on continuous learning and career growth.
• Direct mentoring and guidance from an experienced senior management team.
• The chance to make a significant impact within a forward-thinking and growing organisation.

How to apply

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Other Information

Other titles for this role in other organisation might be: Service Desk Manager, IT Support Team Leader, Helpdesk Manager, MSP Team Lead, Technical Support Manager

Appetency Recruitment Services @ Call: 1300 507 007

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