Technical Team Lead

3 days ago

Melbourne, Victoria, Australia Mura Connect Pty Ltd Full time $90,000 - $120,000 per year

About the Company

This nationally recognised Managed Services Provider (MSP), provide the full range if IT infrastructure services including network, security, communications and technology systems

With offices in Melbourne and Perth, and sites in QLD and NSW. It's an organisation that values ambition, trust, collaboration, and simplicity.

They have a well-known reputation for service and quality they are now scaling and looking to add a senior member to their managed services team. The Technical Team lead will provide technical leadership and some staff mentoring.

About the Role

We're seeking a Technical Team Lead – Managed Services to lead a national team of Senior Support Engineers. In this pivotal role, you'll ensure escalated and complex technical issues are resolved efficiently, oversee ticket queues and incident management, and drive continuous improvement in service delivery.

Responsibilities

  • Act as a technical escalation point and Subject Matter Expert (SME)
  • Oversee customer onboarding for Managed Services
  • Optimise and maintain key platforms (RMM, NMS, ITSM, security tools)
  • Provide expert technical guidance to engineers and customers
  • Collaborate with Service Desk, Service Delivery, and Business Development teams to deliver exceptional outcomes

Reporting to the National Managed Services Manager, this is a hands-on leadership role where you'll balance technical expertise, people leadership, and process improvement.

What You'll Be Doing

  • Lead, mentor, and develop a high-performing national support team
  • Manage workload distribution, team KPIs, and SLA adherence
  • Coordinate resolution of high-impact incidents and escalations
  • Drive problem management to prevent repeat issues
  • Ensure customer onboarding is seamless and technically sound
  • Maintain documentation quality and knowledge sharing standards
  • Contribute to proposals, tenders, and technical solution design

About You

You will an experienced IT leader with a proven track record in Managed Services and technical team management. You excel at balancing customer focus with operational efficiency and enjoy mentoring others to reach their potential.

You'll bring:

  • 7+ years in IT support, including 3+ years in a technical leadership role
  • Strong hands-on experience with RMM, NMS, and ITSM platforms
  • Technically experienced as a Systems Engineer (Microsoft)
  • Solid knowledge of M365, Active Directory, networking fundamentals, and security technologies
  • Experience managing escalations in complex enterprise environments (MSP experience highly regarded)
  • Excellent communication, problem-solving, and decision-making skills
  • ITIL certification (preferred), plus relevant professional certifications (Microsoft, Networking, Security)

Why Join?

  • Work with a supportive, values-driven team
  • Lead a national team in a high-impact role
  • Access professional development and career growth opportunities

Please call Paul Thomson on for further details or click on Apply.

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