IT Service Team Lead – MSP

Great Place to Work — 3 consecutive years | Townsville’s leading MSP | Career pathways supported | Permanent full-time role | Established 20-year organisation

About the Company

Established in 2006, our client is a recognised Queensland technology solutions provider supporting 14,000+ users across medical, education, not-for-profit, and professional services sectors. The client, with a team of 50+ professionals, is proud to be a Great Place to Work for three consecutive years - built on the values of Team Players, Driven to Improve, Honest & Genuine, and Camaraderie.

About the Role

Lead and coordinate service delivery operations for a high-performing MSP team in Townsville. Reporting to the Support Services Manager, you will oversee dispatch, scheduling, client escalations, and team development, driving quality outcomes across a diverse Queensland client base.

Duties

- Lead daily team huddles and weekly EDMs to drive alignment and performance

- Manage dispatch of onsite and remote resources and coordinate client scheduling

- Act as first point of escalation for priority client events and service changes

- Oversee ticket quality, dispatch checklists, and stock and vehicle management

- Support staff onboarding, training goals, and career pathway planning

Skills & Experience

- MSP or IT industry experience - essential

- Relevant IT certification (Microsoft, ITIL V4 or equivalent) - preferred





- Proven strong team leadership and performance management experience

- Excellent client communication and stakeholder management skills

- Current Australian driver’s licence

Culture

People enjoy working in this team because the environment is genuinely supportive - your growth is invested in, your voice is heard, and the work you do directly impacts businesses and communities across Queensland. They don’t just talk about culture as they've been recognised for it three years running. Their values - Team Players, Driven to Improve, Honest & Genuine, and Camaraderie, guide everything they do.

Advantages

- Competitive salary ($80K - $120K) + superannuation, commensurate with experience

- Immediate start available

- Career development and structured pathway planning with management

- Great Place to Work certified — 3 consecutive years

- Permanent, full-time role with an established 20-year organisation

- Collaborative, values-led team culture

- Diverse client exposure across medical, education, NFP, and professional services

- Regular team events and social initiatives organised with management

How to Apply

Click APPLY to submit your application. For a confidential discussion, contact Mikee on on 03 9119 0*** or *****@nextgenhr.com.au . Shortlisted candidates will be contacted within 3-5 business days.

📌 IT Service Team Lead – MSP (Townsville)
🏢 NextGen HR
📍 Townsville