About Us

Virtual IT Managed Services is a Melbourne-based MSP operating since 2015, supporting small and mid-sized Australian businesses with managed IT, cybersecurity, cloud and modern workplace solutions. As an ISO 27001 Certified and CyberCert Gold Certified MSP, we are committed to delivering secure, reliable and highly responsive technology services while building trusted, long-term relationships with our clients.

Why work with us?

- Join an ISO 27001 Certified & CyberCert Gold Certified MSP
- Help shape the future of a growing service delivery team
- Gain exposure to modern Microsoft, cloud and cybersecurity technologies
- Work across diverse client environments and meaningful technology projects
- Career pathway into a Service Delivery Manager position
- Direct access to company leadership and have a genuine voice in operational decisions

The Opportunity Are you a passionate IT Service Delivery Leader who thrives at the intersection of service delivery, workplace technology, and customer experience?

We are seeking an experienced IT Service Delivery Lead to drive modern, secure and user-centric technology solutions across multiple Australian SMB clients, helping them leverage Microsoft technologies, cybersecurity solutions and contemporary workplace platforms. You'll work closely with the Managing Director and play a key role in shaping the future direction of service delivery within the business.

In this high-impact role, you will champion the end-user technology experience for clients and lead a small but growing team. You will ensure technology services are reliable, aligned with business needs and delivered to high standards of governance and security. This is primarily an office-based role located in Narre Warren, with occasional travel to client sites across Melbourne.

Some planned after-hours work may occasionally be required for projects, maintenance or critical escalations, with reasonable notice wherever possible.

Key Responsibilities

· Team Leadership: Lead and mentor a small team comprising of Australian and offshore technical staff while helping shape the future growth of the service delivery function, fostering technical development and a strong customer-centric culture.

· Technical Escalations: Act as the senior escalation point for complex technical issues,



providing hands-on technical support, guidance and quality assurance when required.

· Service Management: Oversee daily service delivery, incident/request/change/problem management, project work and operational performance across M365, Windows 11 environments, server-based applications, and identity management.

· Continuous Improvement: Monitor service trends, analyse operational metrics, and execute continuous improvement initiatives to enhance security, efficiency, and overall user satisfaction.

· Technology Adoption & Enablement: Lead tech communications, user guidance, and change activities to ensure seamless adoption of new tools, platform updates, and feature rollouts.

· Infrastructure & Vendor Oversight: Manage dependencies across M365, Active Directory, Entra ID, Defender, Purview, VMware, and collaborate with external vendors and managed service providers.

· Operational Governance & Budgeting: Contribute to operational planning, manage the Service Desk budget, oversee relevant contracts, collaborating with our Head of Commercial and ensure alignment with cybersecurity frameworks.

· Operations & Service Delivery:

Service Delivery

· Monitor ticket queues, SLA performance and customer experience metrics.

· Work with technical teams to remove roadblocks and improve customer outcomes.

Reporting & Communication

· Produce monthly customer service, backup, monitoring and infrastructure health reports.

· Coordinate communication between customers, engineers and project resources.

Continuous Improvement

· Identify opportunities for automation, AI and operational efficiency.

· Develop and maintain internal and customer-facing processes.

· Drive continual service improvement initiatives.

Key Experience

· Background: Proven experience leading IT service delivery within a managed service provider or similarly fast-paced, multi-client technology environment. A tertiary qualification in IT or Computer Science,



or equivalent industry experience, will be highly regarded.

· Leadership Skills: Demonstrated experience supervising or leading team members in an operational IT support environment.

· MSP Experience: Previous experience working within a managed service provider is essential.

· Strong Communication: Exceptional spoken and written English skills are essential. The successful candidate must be able to communicate professionally with clients, write clear documentation and reports, and confidently lead technical and service delivery discussions.

· Vendor & Risk Management: Experience managing third-party vendors and an understanding of cybersecurity considerations.

Technical Skills

· Hands-on expertise in Microsoft 365 administration (Active Directory, Entra ID, Exchange Online, Azure, Intune, Defender, Purview, Teams, SharePoint, OneDrive).

· Solid understanding of Windows Server, Active Directory, and virtualised infrastructure.

· Experience with modern workplace management, collaboration tools, mobility solutions, and meeting room technology.

· AI & Modern Tech Literacy: Experience utilising AI tools and automation to optimise service delivery and business efficiency.

Highly Regarded Skills (but not mandatory):

· Networking including TCP/IP, DNS, DHCP, VLANs, VPNs, routing and switching.

· ITIL Certified: Experience with ITIL-based framework practices (Incident, Problem, Request, Change).

· Firewalls such as Sophos, Fortinet, Cisco Meraki or similar.

Position RequirementsTo be successful, candidates must hold or be willing to obtain:

· Full working rights in Australia

· Current Australian driver’s licence (and a reliable vehicle)

· National Police Check

Ideal Candidate

You’re a sharp, switched-on, experienced MSP professional who enjoys balancing technical leadership, service delivery, customer relationships and continuous improvement. You are comfortable remaining hands-on while helping build and mature a growing service delivery function. We would welcome your application.

Please submit your resume together with a brief cover letter outlining your MSP, technical leadership and service delivery experience.

Applications from recruitment agencies will not be accepted.

📌 IT Service Delivery Lead – MSP (Narre Warren)
🏢 Virtual It Managed Services
📍 Narre Warren