IT Technical Team Leader / Senior Technician

Reliable IT is seeking an experienced IT Technical Team Leader / Senior Technician to join our growing team in Orange, NSW. This is a full-time position that offers an exciting opportunity to lead and mentor a technical support team whilst maintaining hands-on involvement in resolving complex IT issues.

As a Technical Team Leader, you will play a crucial role in ensuring our clients receive exceptional IT support services, whilst driving efficiency, quality and team development across our help desk and IT support operations.

Reliable IT is seeking an experienced IT Technical Team Leader / Senior Technician to join our growing team in Orange, NSW. This is a full-time position that offers an exciting opportunity to lead and mentor a technical support team whilst maintaining hands-on involvement in resolving complex IT issues.

As a Technical Team Leader, you will play a crucial role in ensuring our clients receive exceptional IT support services, whilst driving efficiency, quality and team development across our help desk and IT support operations.

About the role

You’ll take a leading role in the day-to-day coordination of our small team of senior and junior IT technicians.

Your focus will be on ensuring work is allocated appropriately, jobs and tickets are progressing, technicians have the support they need and customers receive timely, high-quality service.

You’ll work closely with our directors and technical team to manage priorities, resolve challenges and continuously improve how we operate.

This isn’t a purely management position. You’ll remain actively involved in technical work,



troubleshooting complex issues, managing your own tickets and assisting with escalations.

Your key responsibilities will include:

- Lead, supervise and mentor a small team of IT technicians, providing guidance, training and performance feedback to ensure high-quality service delivery

- Allocating and prioritising support tickets, service requests and technical jobs.

- Monitoring job progress and following up on outstanding work to ensure timely completion.

- Providing technical guidance, mentoring and support to junior and senior technicians.

- Diagnosing and resolving complex technical issues and escalations.

- Managing your own technical workload alongside your leadership responsibilities.

- Ensuring accurate ticket documentation, effective communication and consistent service standards.

- Identifying potential delays, bottlenecks and recurring issues, and taking proactive steps to resolve them.

- Helping improve team processes, productivity and overall service delivery.

- Encouraging a positive, collaborative and accountable team environment.

Depending on your experience, the role may also involve broader staff supervision and performance management responsibilities.

About you





We’re looking for someone who combines solid technical knowledge with excellent organisation, communication and problem‑solving skills.

You’re someone who takes initiative, follows things through and enjoys helping others succeed.

You don’t need to have all the answers, but you do need to be confident finding solutions, managing priorities and keeping things moving.

Ideally, you’ll bring:

- Solid experience in IT support, preferably within a Managed Service Provider (MSP) environment.

- Strong troubleshooting skills across hardware, software and business IT systems.

- Experience supporting Windows desktop and server environments.

- Sound knowledge of Microsoft 365, networking, firewalls and cloud services.

- Excellent organisational skills and the ability to manage competing priorities.

- Confidence communicating with and supporting technicians of varying experience levels.

- A proactive approach to problem‑solving and a strong sense of ownership.

- Excellent customer service and communication skills.

- The ability to work independently while contributing positively to a team.

Even better if you have:

- Previous experience leading or managing an IT support team.

- Advanced technical knowledge of server infrastructure, virtualisation, networking and cybersecurity.

- Experience managing service desk operations, ticket queues and technician workloads.

- Experience with Zendesk or a similar ticketing platform.

- Experience mentoring junior technicians and supporting their professional development.

- Experience improving technical workflows and service delivery processes.

Leadership e

📌 IT Technical Team Leader (City of Orange)
🏢 Reliable IT
📍 City of Orange