Information Technology Support Team Lead

4 days ago

Perth, Western Australia Tardis Group Full time $90,000 - $120,000 per year

IT Support Manager – MSP Industry | Full-Time | Perth CBD/Remote

Are you an experienced IT professional ready to lead, innovate, and drive IT support excellence within a fast-paced Managed Service Provider environment? We're looking for a hands-on IT Support Manager with a strong technical background, a passion for building effective support processes, and proven leadership experience.

About the Role

As the IT Support Manager, you'll play a pivotal role in shaping and managing the support and project operations. You'll lead a growing team of IT professionals, ensuring high-quality service delivery to clients. You'll bring 3rd line expertise, a keen understanding of the MSP landscape, and the drive to implement scalable support processes that align with best practices.

Key Responsibilities

  • Lead and manage the IT support team, including 1st, 2nd, and 3rd line engineers
  • Own and improve support workflows, SLAs, escalation paths, and documentation
  • Provide 3rd line technical support and guidance on complex issues
  • Act as an escalation point for high-priority incidents and technical challenges
  • Drive the implementation of support processes and continuous improvement initiatives
  • Work closely with clients to ensure service satisfaction and proactive support
  • Mentor and develop team members, conducting regular 1:1s and performance reviews
  • Collaborate with other departments on service delivery, onboarding, and project work

What We're Looking For

  • Proven experience in the MSP industry - medium to large (Essential)
  • 2nd/3rd line support background across common technologies (Windows Server, AD, Office 365)
  • Experience designing and implementing IT support processes and service frameworks
  • People management experience – including team leadership, mentoring, and development
  • Strong problem-solving, communication, and client-facing skills
  • ITIL certifications or experience with ITIL practices is a plus
  • Career focused, this role will be precursor to operations manager then C-level (This will be laid out in the contract prior to starting)

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