Senior Technical Development Lead

1 week ago

Melbourne, Victoria, Australia beBeeLeadership Full time $150,000 - $180,000
Technical Services Manager

The company seeks an accomplished Technical Services Manager to lead the enhancement of its technical standards and service delivery.

This is a unique opportunity for a technically skilled professional to combine hands-on leadership with strategic process architecture.

Key Responsibilities:
  • Provide expert guidance and support as the senior technical escalation point for engineers (L1-L3).
  • Develop and implement new service desk workflows, ticket management processes, and escalation policies.
  • Champion the creation, improvement, and enforcement of technical documentation, SOPs, and knowledge base content.
  • Mentor and uplift the technical capabilities of the service team through coaching and structured guidance.
  • Analyse service metrics (SLA compliance, CSAT, ticket trends) to identify bottlenecks and drive continuous improvement.
Requirements:
  • Demonstrable experience in driving process improvement, creating documentation, and optimising service desk workflows (e.g., ticket triage, escalation paths, SLAs).
  • Expert-level, hands-on troubleshooting skills across server, networking, and cloud technologies.
  • Proven expertise with core MSP tools, particularly RMM/PSA platforms (e.g., ConnectWise) and documentation platforms (e.g., IT Glue).
  • Natural leadership ability to drive change, build structure where it's lacking, and bring a team along on a transformation journey.
What We Offer:
  • A highly competitive salary package that reflects the critical importance of this role.
  • A true opportunity to build and shape a technical services department in your vision.
  • The autonomy and authority to make a lasting, visible impact across the entire organisation.

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