Job Overview
Technical Services 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.
- A role that is mid way between Service Desk Manager and Service Delivery Manager
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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