Tecala is one of Australia’s most awarded and fastest-growing ICT managed services providers. We’re a certified Great Place to Work, a repeat name on Australia’s Best Workplaces in Technology list, and a top-ranked performer in the global MSP 501 — recognised as the leading Australian mid-market Managed Service Provider.

We partner with progressive, forward-thinking organisations that share our belief that technology should make business bolder, faster and smarter. We’re just as invested in your growth as we are in our own — and we think the two should go hand in hand.

About the role

Reporting to the Service Desk Manager, you'll lead, mentor and develop the L1 and L2 Support Engineers in our Technical Operations Centre (TOC), and act as our third-level escalation point for customers and internal teams.

Your focus is making sure the TOC consistently meets the SLAs and KPIs we've committed to our clients, through regular coaching, clear feedback and strong performance management. You'll be the internal technical reference point for your team and the main liaison with vendors and external service providers on service levels.

The work is a mix of reactive and proactive, but the direction of travel is transparent: shift the balance toward proactive by up-skilling the team, automating the repetitive, and systemising what works.

Key responsibilities will include (but are not limited to):

- Handling technical escalations from TOC engineers
- Leading, coaching and mentoring your direct reports and the wider TOC team, setting expectations, running 1-on-1s and managing performance
- Onboarding new engineers and supporting their ongoing learning and development
- Owning team rostering, scheduling and leave, and driving engagement, retention and recognition
- Driving process improvement and greater proactivity across the TOC's tools,



monitoring and ways of working
- Owning major incident management end to end: coordinating response and comms, resolving within SLA, and running post-incident reviews
- Recording activity accurately in our ITSM platform, and pitching in on service delivery and presales when needed

What we're looking for

The must-haves:

- 2+ years' experience leading a team, ideally in a Team Leader capacity
- Recent experience inside an MSP or SI environment
- Strong written and verbal communication skills
- Sound understanding of the ITIL framework
- Confident using Service Desk reporting metrics to manage performance, output and quality
- A genuine customer focus, with a track record of delivering service improvements
- Strong hands-on technical skills across MS Windows, Microsoft 365, VMware and networking
- A thorough working knowledge of ITSM / ticketing tools

Nice to have:

- Recognised certifications in one or more vendor technologies (e.g. Cisco, Microsoft, VMware)

What we can offer you

- A supportive, inclusive, Great Place to Work certified environment.
- Paid birthday leave and health & wellbeing days.
- Ongoing learning & development, plus paid certifications and study support.
- Clear career pathways and the chance to broaden your career beyond a traditional role.
- Reward & recognition program and an employee referral bonus.
- Hybrid and flexible working.
- Employee discounts and an Employee Assistance Program (EAP).

Note:

As an essential part of our hiring process, you will be required to undertake a National Criminal History Check.

We foster a work environment that is inclusive and diverse, where our people can be themselves. Every idea and perspective is valued, and we welcome applications from suitably qualified candidates across the range of underrepresented communities.

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📌 IT Support Desk Team Leader (Managed Services) (Melbourne)
🏢 Tecala Group
📍 Melbourne