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, quick-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 contemporary technology and bestpractices to optimise client infrastructure, streamline processes, and drivebusiness efficiency.

About the role

TheService 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 LevelAgreements (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, quick-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 InformationTechnology or higher.
- Industry certifications such asMicrosoft (MTA, MCSA, MCSE, MCITP) or Cisco (CCNA) are highly desirable.
- University qualifications inManagement would be advantageous.

What is on offer

- A market-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

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📌 Technical Services Lead (New South Wales)
🏢 Appentency Recruitment Services
📍 New South Wales