Service Manager/Technical Team Leader
The Team
You'll be joining a multi award winning collaborative and supportive Cyber & MSP team that values accountability, continuous improvement, and shared success.
We work across diverse client environments, delivering reliable, secure IT services while continuously improving how we operate.
The Opportunity
This is an excellent opportunity for an experienced IT professional ready to step into a leadership role within a growing Managed Service Provider, with a strong focus on secure technical service delivery.
Candidates must have a minimum of 4-5 years of experience in IT service management or MSP environments.
Team leadership experience or equivalent management background is required for this senior role.
Citizenship or Clearance is not mandatory but you must be based in Canberra and minimum of 2 years of team leadership experience is required.
You'll guide service delivery across multiple client environments, helping strengthen our service management and cyber security posture while supporting business growth.
Knowledge of any IT service management framework or methodology is acceptable, with practical application experience preferred.
This role is about more than keeping systems running — it's about delivering secure, well-managed services, improving operational efficiency, and embedding cyber security into everyday service delivery.
The Role
Reporting to the Managing Director, you will lead the Service Desk and service management function, ensuring consistent, high-quality, and secure service delivery across our client base.
Valid Australian work rights are required for this position.
Key responsibilities include:
* Leading and mentoring a small service desk team (L1/L2), providing escalation support and performance guidance
* Acting as the primary escalation point for complex L2/L3 incidents, including security-related events
* Managing incident, problem, and change management aligned to ITIL best practices, with security built into each process
* Overseeing cyber security operational controls across managed clients, including patching, endpoint protection, MFA, backup monitoring, and security alert response
* Coordinating security incidents, working with vendors and internal engineers to ensure timely containment, remediation, and client communication
* Driving continual service improvement through service catalogue development, automation, and standardisation
* Managing MSP vendor relationships, including security tooling, licensing, and procurement
* Supporting client cyber uplift initiatives such as security baselines, hardening standards, and compliance-driven improvements
You will also contribute to internal process maturity, documentation, reporting, and service readiness as the MSP scales.
The Ideal Person
Must have hands-on MSP experience across service desk leadership, service management, Server engineering and infrastructure support, with a strong appreciation of cyber security as part of day-to-day operations.
You are:
* Experienced in leading technical teams while remaining hands-on
* Comfortable managing service and security escalations across multiple clients
* Familiar with ITIL processes and how to apply them practically in an MSP environment
* Must have Microsoft or other vendor certifications.
* Must have experience with Office365, Azure and Vmware
* Must have experience as Server engineer role with Windows and Linux servers.
* 3-5 years of Windows Server engineering experience is required.
* Knowledgeable in core cyber security practices such as identity protection, endpoint security, patching, backups, and security monitoring
* A clear communicator who can explain security risks and remediation steps to both technical and non-technical stakeholders
* Proactive in identifying service and security improvement opportunities
Certifications in Microsoft 365 security, Azure, Defender, MFA, backup platforms, vulnerability management, and compliance frameworks (e.g. Essential Eight, ISO 27001, or similar) will be highly regarded.
Emails form agencies or candidate without working rights in Australia will not be entertained.