Lead IT Operations Expert
We're seeking a highly skilled and experienced IT Operations Leader to oversee our day-to-day service delivery, manage the operations team, ensure client satisfaction, and drive continuous improvement.
The ideal candidate will have:
* A strong background in service delivery and support, ideally in an MSP, with experience leading technical teams.
* Technical confidence - Hands-on knowledge across IT infrastructure and support, including Level 3 issues and escalations.
* Client engagement skills - Comfortable in planning sessions, resolving issues, and building trusted client relationships.
* Team leadership - Able to set expectations, support growth, and drive performance across a technical team.
* Process & delivery focus - Practical, organised, and always looking for smarter ways to improve how things get done.
Key Responsibilities:
* Lead the operations team to ensure high-quality service, clear accountability, and a strong team culture.
* Oversee daily service operations - including support workflows, technician coordination, and project delivery.
* Manage key client relationships -leading planning sessions, QBRs, and ongoing service alignment to ensure trust and long-term value.
* Improve processes and performance through data insights, team feedback, and continuous improvement initiatives.
* Collaborate across departments to align service delivery with sales, technical leadership, and broader business strategy.
Benefits:
* A competitive salary package - tailored to experience and performance outcomes.
* A relocation package will be considered.
* A flexible work arrangement that supports your lifestyle.
About Us:
We're a forward-thinking IT Managed Services Provider based in Tamworth, NSW. We partner with businesses across the New England, Mid North Coast, Hunter, and Central West regions to deliver reliable IT solutions backed by exceptional support.
We believe culture matters just as much as capability, and that real success happens when people are heard, trusted, and supported.
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