Job Description

• Lead a crucial technical transformation, rebuilding and systemising service delivery from the ground up.
• Act as the ultimate technical escalation point, mentoring engineers and solving the most complex challenges.
• A career-defining opportunity with the potential for future equity participation for delivering lasting success.

About Our Client

Our client is a dynamic IT Managed Services Provider on a transformative journey. They are undertaking a major strategic initiative to evolve their service operations, moving from a reactive model to a proactive, high-performance framework built on structure and accountability. They are committed to investing in their people and processes to create a best-in-class technical team and are looking for a leader to be at the heart of this rebuild.

About the role

This is a rare and career-making opportunity that blends hands-on technical leadership with strategic process architecture. The Technical Enablement Lead will be the pivotal force in elevating the company's technical standards and service delivery. You will not just be managing processes—you will be building them. This role is perfect for a senior technical expert who thrives on creating structure, mentoring others, and leaving a lasting legacy of excellence.

Must haves:

• Demonstrable experience driving process improvement, creating documentation, and optimising service desk workflows (e.g., ticket triage, escalation paths, SLAs).
• Expert-level, hands-on troubleshooting skills across server, networking, and cloud technologies.

Role and Responsibilities

• Serve as the senior technical escalation point for all engineers (L1-L3), providing expert guidance and hands-on support.
• Take ownership of redesigning and implementing new service desk workflows, ticket management processes, and escalation policies.
• Champion the creation, improvement, and enforcement of technical documentation, SOPs, and knowledge base content.
• Lead by example, driving a culture of accountability, ticket hygiene, and consistent process adherence.
• Mentor and uplift the technical capabilities of the entire service team through coaching and structured guidance.
• Analyse service metrics (SLA compliance, CSAT, ticket trends) to identify bottlenecks and drive continuous improvement.
• Translate "tribal knowledge" into formal, scalable workflows and systemised processes.
• Play a foundational role in a major business-wide project to transform technical operations and service delivery standards.

Experience/Skills

• Deep experience in a senior technical or leadership role within a dynamic MSP environment is essential.
• Proven expertise with core MSP tools, particularly RMM/PSA platforms (e.g., ConnectWise) and documentation platforms (e.g., IT Glue).
• A natural leader with the ability to drive change, build structure where it's lacking, and bring a team along on a transformation journey.
• A mindset geared towards complete ownership, proactive problem-solving, and achieving high-trust delivery.
• Extensive experience as a senior engineer or technical lead within a Managed Services Provider (MSP).
• Exceptional ability to diagnose recurring issues and propose structured, permanent solutions.
• Excellent communication skills, with the ability to mentor peers and report on technical performance to leadership.

Qualification

While your hands-on experience and track record of transformation are paramount, formal industry certifications (e.g., Microsoft, Cisco, ITIL) are highly regarded and demonstrate a commitment to building best-practice frameworks.

What is on offer

• A highly competitive salary package that reflects the critical importance of this role.
• A true opportunity to build and shape a technical services department in your vision.
• The autonomy and authority to make a lasting, visible impact across the entire organisation.
• A foundational leadership role with direct influence on business strategy and operations.

How to apply

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Other Information

Other titles for this role in other organisation might be:
Junior Service Delivery Manager, Technical Operations Lead, Service Delivery Lead, Senior Escalations Engineer, Lead Systems Engineer, MSP Technical Lead, Service Delivery Manager, Technical Delivery Lead, SDM, SDM and Senior Tech

Appetency Recruitment Services @ Call: 1300 507 007

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