IT Support Team Leader - People First Aussie MSP/MSSP!
Core
Lead and develop an IT support team within an Australian MSP/MSSP while handling complex technical escalations and major incidents.
Role type
IT Support Team Leader
Builds
High-performing support teams and reliable service delivery for MSP clients
Domain
IT Services / Managed Service Provider (MSP)
Required skills
Team leadership and coaching, ITIL principles, Service Desk metrics management, ITSM/ticketing platforms, Technical troubleshooting, Major incident management, Stakeholder communication
Preferred skills
MSP/MSSP environment experience, Scripting and automation, Microsoft Cloud technologies, Process improvement
Technologies
Microsoft 365, Azure, Entra ID, Intune, Windows Server, VMware, Networking, Backup & Disaster Recovery, ITSM platforms, Microsoft security technologies
Responsibilities
Leading, coaching, and mentoring direct reports; Managing performance, productivity, and service quality; Handling complex technical escalations and major incidents; Coordinating technical resources and customer communication during incidents; Running post-incident reviews; Using Service Desk metrics to improve team performance; Driving proactivity in monitoring and support processes.
Seniority
Mid-Senior, hands-on IC with leadership responsibilities
