At a Glance
- Tasks: Lead and mentor a dynamic IT service team while driving service excellence.
- Company: Join a forward-thinking Managed Services Provider focused on innovation.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Exciting chance to shape a high-performing team in a key leadership role.
- Why this job: Make a real impact in a collaborative culture with continuous learning opportunities.
- Qualifications: 5+ years in MSP, strong leadership, and technical skills required.
The predicted salary is between 81000 - 99000 $ per year.
- Appentency Recruitment Services – Sydney Southern Suburbs NSW
- Full time, Permanent
- Lead, mentor, and develop adedicated team of IT service professionals.
- Drive service excellence andchampion process improvement in a dynamic, fast-paced environment.
- Join a forward-thinking andgrowing company focused on innovation and outstanding client success.
- About Our Client
Ourclient is a leading Managed Services Provider (MSP) renowned for theirunwavering commitment to exceptional customer service and proactive ITmanagement.
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 bestpractices to optimise client infrastructure, streamline processes, and drivebusiness efficiency.
About the role
The Service Team Leader is a pivotal role responsible for guiding the service teamto deliver expert-level technical support.
This position blends hands-ontechnical oversight with strong people leadership, ensuring complex hardware, software, and network issues are resolved efficiently while fostering ahigh-performing and motivated team culture.
You will be instrumental inmanaging service delivery, driving customer satisfaction, and contributing tothe continuous improvement of operational processes.
Must haves
- Proven experience leading atechnical support or service desk team within a Managed Services Provider(MSP).
- Demonstrated ability to driveteam performance using metrics and KPIs.
- Exceptional communication, leadership, and people management skills.
- Role and Responsibilities
- Lead, mentor, coach, and developthe service team, fostering a culture of technical excellence andoutstanding customer service.
- Ensure all service requests andincidents are managed and resolved within agreed-upon Service Level Agreements (SLAs).
- Champion and maintainexceptionally high levels of customer satisfaction, addressing feedback todrive service improvements.
- Act as a key escalation point forcomplex technical issues, providing expert guidance and ensuring timelyresolution.
- Drive the continuous improvementof support processes, documentation, and knowledge base articles.
- Manage team performance, utilisation, and productivity to meet and exceed business objectives.
- Oversee the seamless andefficient onboarding of new clients into the service delivery framework.
- Generate and analyse reports onteam performance, service trends, and recurring issues to inform strategicdecisions.
Experience/Skills
- Minimum of 5 years' experienceworking within a Managed Services Provider (MSP) environment.
- Minimum of 3 years' provenmanagement experience leading a team of 5 or more technical staff.
- Strong technical experience to actas L3 technical escalation point
- Strong people management skillsincluding employee development, performance reviews, conflict resolution, and fostering a customer-centric team focus.
- Demonstrated ability to thrive inan interrupt-driven, fast-paced environment while delivering qualitysolutions.
- Excellent analytical, problem-solving, and organisational skills.
- Experience with projectmanagement or providing IT support to the Medical industry would be highlyregarded.
- Qualification
- Higher School Certificate (HSC)or equivalent.
- Certificate IV in Information Technology or higher.
- 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 packagecommensurate with your experience.
- The opportunity to lead and shapea high-performing technical team in a key leadership role.
- A supportive and collaborativework environment focused on continuous learning and career growth.
- Direct mentoring and guidancefrom an experienced senior management team.
- The chance to make a significantimpact within a forward-thinking and growing organisation.
- A role that is mid way between Service Desk Manager and Service Delivery Manager
- Other Information
Othertitles for this role in other organisation might be: Service Desk Manager, IT Support Team Leader, Helpdesk Manager, MSP Team Lead, Technical Support Manager
Technical Services Lead employer: Appentency Recruitment Services
As a Project Engineer with our established Managed Service Provider, you'll thrive in a supportive and innovative environment that values learning and ownership. With over 35 years of experience serving small and medium enterprises in Sydney and now expanding into Melbourne, we offer a genuine caring culture, profit share schemes, and opportunities for professional growth, making it an excellent place for those seeking meaningful and rewarding employment.
Contact Details:
Appentency Recruitment Services Recruitment Team
