Idea 11 is an Australian-based, award-winning, full-stack, values-driven IT consulting and managed services company specialising in cloud computing. We love our customers, deliver exciting and next-gen technology environments with a vibrant team culture, collaborative, supportive work environment.

About the role

We are seeking a Team Lead who will directly manage a team of Senior Systems Engineer and Systems Engineers, driving strong day-to-day performance, operational excellence, and customer satisfaction within a fast-paced Managed Services environment. You will be responsible for ensuring your team lives Idea 11’s core values, with a focus on technical direction, teamwork, innovation, and the development and coaching of a high-performing team. Acting as a key escalation point for your team and clients, you will support the resolution of complex issues, while ensuring work is prioritised effectively and delivered in line with SLAs and service expectations.

This role is more than a Team Lead position - it's a launchpad. As Idea 11 transitions to a Technology Practice-led model, you will have the opportunity to shape and grow into the Cloud Practice Lead role, taking ownership of capability, standards, and roadmap for cloud engineering across the business.

The ideal candidate will have a deep and extensive technical background and be able to provide strong technical guidance and support to their team. You don’t need to be hands-on daily, but you must be able to lead technical conversations and guide resolution confidently.

Why work at Idea 11?

- A values and culture-driven company
- A supportive team and environment
- A flexible working arrangement with the ability to work from home
- The ability to uplift your cloud capability with company-provided training and time
- The opportunity to work with exciting technology,



customers and next-gen environments
- Company-funded certification – pass or fail
- Regular whole-company social events
- Regular awards and recognition for achievement
- Paid maternity and paternity leave on top of Government payments
- Open door policy with easy access to senior management
- Structured onboarding and support when you join

Your key responsibilities will include: Leadership & Supervision

- Lead and support the team to deliver consistent, high-quality service outcomes
- Drive accountability for individual and team KPI performance
- Monitor performance, provide coaching, and address gaps to uplift capability and consistency
- Foster a culture of ownership, continuous improvement, and operational discipline

Service Delivery

- Deliver high-quality IT support by ensuring timely resolution of incidents and service requests in line with SLAs
- Maintain stable, well-managed customer environments through proactive monitoring and maintenance
- Ensure effective triage, prioritisation, and queue management to minimise delays and rework
- Identify opportunities to improve processes, workflows, and overall service efficiency

Technical Oversight (L4 - AWS and On-Prem Microsoft)

- Act as a technical escalation point, supporting the resolution of complex issues
- Review and validate technical work to ensure it meets defined standards and best practices
- Identify and address gaps in technical quality,



documentation and consistency across the team

Incident Management

- Monitor and track incidents, ensuring they are logged, escalated, and resolved in line with established SLAs
- Provide leadership and coordination during high-impact incidents

Problem Resolution

- Identify recurring issues and collaborate with technical teams to develop long-term solutions
- Drive continuous improvement through root cause analysis and preventative actions
- Identify recurring issues and collaborate with technical teams to develop long-term solutions

Stakeholder Communication

- Act as a key point of contact working with Service Delivery Managers to ensure clear communication regarding service issues, updates, and resolutions
- Support the management of client escalations and service concerns

Practice & Capability Building

- Contribute to defining Cloud Practice standards, reference architectures, and delivery methodology
- Bring commercial awareness (cost-to-serve, utilisation, margin) to technical and resourcing decisions
- Partner with the Head of Managed Services on building the roadmap for the Cloud Practice

Key requirements:

- A proven track record of working within a managed services practice
- Previous experience managing engineering teams
- A robust technical background across AWS and on-premises Microsoft technologies
- Strong customer engagement and communication skills, with a customer-centric approach
- Strong leadership traits with the ability to drive strong cultural and performance outcomes
- Excellent problem-solving skills with the ability to make decisions under pressure

Applicants must be Brisbane based and be an Australian Citizen or Permanent Resident. Please Note - This role is for applicants applying directly via Seek only. No recruiters.

📌 Team Lead - Managed Services (Brisbane)
🏢 Idea 11
📍 Brisbane