Outcomex is an award-winning systems integrator headquartered in Sydney, delivering innovative technology solutions with a strong focus on customer experience and operational excellence.

We work across complex technology environments, helping our customers achieve reliable, effective and forward-thinking outcomes through our technical expertise and commitment to service excellence.

We are looking for aTechnical Services Operational Leadto join our Managed Services Operations team. This is a hands‑on technical operations role for someone who combines strong networking knowledge with the ability to maintain operational control, drive service delivery, and continuously improve how a Managed Services environment operates.

About the Role

Reporting to the Head of Service Operations and working alongside the Managed Services Leadership team, the Technical Services Operational Lead will focus on the day‑to‑day operational control of the Service Desk, ensuring tickets are prioritised and progressed, resources are effectively coordinated, and service risks and exceptions are promptly addressed. The role combines technical oversight, monitoring and ITSM platform management with a strong focus on resolving operational challenges, improving service delivery and driving consistent, efficient practices across Managed Services.

This is a hands‑on technical operations role suited to someone who combines strong networking knowledge with sound operational judgement, initiative and a continuous improvement mindset. You will play an important role in maintaining service delivery,



supporting engineering teams and strengthening the systems and processes that underpin our Managed Services.

Key Responsibilities

- Maintain operational oversight of the Service Desk, ensuring tickets, incidents and escalations are prioritised, appropriately allocated and progressed within agreed service levels.
- Monitor queue health, SLA performance and operational risks, proactively addressing exceptions and coordinating resources to maintain effective service delivery.
- Provide technical triage, escalation support and operational guidance.
- Oversee monitoring‑related workflows, including alert triage, event handling and escalation, working with engineering teams to improve monitoring effectiveness and integration with IT Service Management (ITSM) processes.
- Maintain and optimise ITSM platforms, workflows, business rules, operational documentation and service management practices.
- Identify recurring issues, process gaps and opportunities for automation, driving improvements across incident, problem and change management.
- Contribute to operational reporting, service reviews and continuous improvement initiatives that strengthen service quality, performance and scalability.
- Collaborate with engineering teams, Customer Experience Managers and stakeholders to coordinate priorities,



resolve operational challenges and maintain momentum towards customer outcomes.
- Communicate operational risks and exceptions clearly, provide technical direction, and promote consistent practices, accountability and knowledge sharing across Managed Services.

About You

You are a technically capable and operationally minded professional who enjoys bringing structure, clarity and momentum to a busy service environment. You can move comfortably between technical troubleshooting, operational decision‑making and process improvement without losing sight of the customer outcome.

You take initiative, follow through on commitments and are comfortable working independently. You don't simply report problems — you investigate the contributing factors, determine the appropriate action and drive issues towards resolution.

Technical Skills & Experience

- Strong understanding of Cisco networking and enterprise IT and telecommunications infrastructure.
- Experience working within an IT Managed Services, Network Operations or Service Operations setting.
- Practical understanding of service delivery across Engineering support functions.
- Hands‑on experience with ITSM platforms, including ticket workflows, business rules, prioritisation and operational reporting.
- Hands‑on experience with network monitoring and observability platforms, including alert management, event investigation and monitoring optimisation.
- Working knowledge of ITIL and IT service management practices
- Understanding of SLA management, service performance reporting and operation

📌 Technical Services Operations Lead (Ryde)
🏢 Outcomex
📍 Ryde