Job Description
Appentency Recruitment Services – Sydney Southern Suburbs NSW
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Full time, Permanent
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Lead, mentor, and develop adedicated team of IT service professionals.
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Drive service excellence andchampion process improvement in a agile, fast-paced environment.
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Join a forward-thinking andgrowing company focused on innovation and outstanding client success.
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About Our Client
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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.
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About the role
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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.
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Must haves:
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Proven experience leading atechnical support or service desk team within a Managed Services Provider(MSP).
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Demonstrated ability to driveteam performance using metrics and KPIs.
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Exceptional
communication,leadership,




and people management skills.
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Role and Responsibilities
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Lead, mentor, coach, and developthe service team, fostering a culture of technical excellence andoutstanding customer service.
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Ensure all service requests andincidents are managed and resolved within agreed-upon Service LevelAgreements (SLAs).
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Champion and
maintainexceptionally
high levels of customer satisfaction, addressing feedback todrive service improvements.
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Act as a key escalation point forcomplex technical issues, providing expert guidance and ensuring timelyresolution.
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Drive the continuous improvementof support processes, documentation, and knowledge base articles.
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Manage team
performance,utilisation,
and productivity to meet and exceed business objectives.
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Oversee the seamless andefficient onboarding of new clients into the service delivery framework.
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Generate and analyse reports onteam performance, service trends, and recurring issues to inform
strategicdecisions.
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Experience/Skills
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Minimum of 5 years' experienceworking within a Managed Services Provider (MSP) environment.
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Minimum of 3 years' provenmanagement experience leading a team of 5 or more technical staff.
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Strong technical experience to actas L3 technical escalation point
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Strong people management skillsincluding employee development, performance reviews, conflict resolution,and fostering a customer-centric team focus.
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Demonstrated ability to thrive inan interrupt-driven, fast-paced environment while delivering qualitysolutions.
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Excellent analytical,problem-solving, and organisational skills.
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Experience with projectmanagement or providing IT support to the Medical industry would be highlyregarded.
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Qualification
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Higher School Certificate (HSC)or equivalent.
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Certificate IV in
InformationTechnology
or higher.
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Industry certifications such asMicrosoft (MTA, MCSA, MCSE, MCITP) or Cisco (CCNA) are highly desirable.
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University qualifications inManagement would be advantageous.
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What is on offer
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A competitive salary
packagecommensurate
with your experience.
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The opportunity to lead and shapea high-performing technical team in a key leadership role.
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A supportive and collaborativework environment focused on continuous learning and career growth.
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Direct mentoring and guidancefrom an experienced senior management team.
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The chance to make a significantimpact within a forward-thinking and growing organisation.
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A role that is mid way between Service Desk Manager and Service Delivery Manager
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Other Information
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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