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

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.

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

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

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