Technical Team Lead - Managed IT Services
Servicing Greater Sydney | Work from home + client sites | $90,000 + super
ABOUT THE ROLE
We are a growing managed IT services business working with clients across Greater Sydney. Our team works from home and out with clients rather than from a central office.
We are looking for a senior engineer who is ready to be the person the team leans on. You will still be hands-on - this is not a desk-and-spreadsheet job - but a real part of your week will go into keeping the ticket queue healthy, lifting the people around you, and being the face our clients deal with when something matters to them.
You will be the technical escalation point for our clients, and the person who makes sure problems get solved properly at your level rather than being handed further up the chain.
We are building the structure to support people stepping into bigger roles as we grow, and this position is central to that.
WHAT YOU WILL BE DOING
Leading and developing the team
- Check in on the team day to day - are they moving, are they stuck, do they have what they need.
- Mentor and develop engineers and technicians; share what you know rather than holding it.
- Set the standard for quality and responsiveness by the way you work, not by policing it.
- Build the technical skills of the team through hands-on coaching and structured training.
Keeping service delivery on track
- Make sure the ticketing system is working the way it should - tickets triaged, assigned, moving and closed properly.
- Review the queue daily so SLA commitments are consistently met.
- Monitor SLA attainment, backlog and team workload, and step in early when something is drifting.
- Verify that post-incident reviews are completed properly and that the lessons actually get applied.
- Look for the repeat work and get rid of the cause of it.
Clients
- Act as the senior technical escalation point across the client base.
- Visit clients on site and build genuine working relationships with them.
- Be the person clients call when something is wrong - and the person who resolves it.
- Consult with client leaders on improvements and changes, translating technical options into plain business terms.
Hands-on technical work
- Provide remote and on-site support by phone and helpdesk.
- Design, configure and maintain networks for new and existing clients.
- Configure and maintain on-premises and cloud server infrastructure, including Microsoft 365.
- Keep client documentation complete, accurate and current.
Quoting and purchasing
- Prepare quotes and scope solutions for projects, hardware and new services.
- Manage purchasing and supplier selection with an eye on cost.
ABOUT YOU
Essential
- 4+ years in an MSP or multi-client IT environment.
- Experience mentoring or informally leading other engineers - you do not need to have held a manager title.
- Strong hands-on skills across Microsoft 365, Windows Server, networking and virtualisation.
- Experience working to SLAs in a helpdesk or service desk environment.
- Able to explain technical things clearly to business owners without talking down to them.
- Methodical about documentation and follow-through - you close the loop.
- Current driver's licence and your own vehicle for client visits.
- Eligibility to work in Australia and ability to pass a police check.
- A current Working With Children Check, or the ability to obtain one.
Desirable
- Microsoft, networking or security certifications.
- Exposure to security frameworks such as the Essential Eight.
- Scripting and automation experience (PowerShell, RMM automation).
- Experience quoting and dealing with vendors and distributors.
WHAT WE OFFER
- $90,000 plus superannuation.
- Genuine flexibility - work from home and out with clients, with no daily commute to an office.
- A growing team where you have real influence over how things are done, and no layers to push ideas through.
- Room to grow - we are putting the structure in place to support people moving into bigger roles as the business grows.
- Direct client relationships and variety - no two weeks are the same.
- Support for training and certification.
TO APPLY
Apply through Indeed with your CV and a short note about the environments you have worked in. If you would like a confidential conversation about the role before applying, contact Kaine on [email protected].
Pay: $90,000.00 per year
Work Location: Hybrid remote in Sydney NSW
