IT MSP Support Team Leader - People First Aussie MSP/MSSP!

Saul Recruitment; Sydney; Hybrid; AUD 100,000 - 120,000; Full time

Benefits offered by this job

Training and certification support

Hybrid working

Career progression

People-first culture

Job summary

Saul Recruitment is partnering with an established Australian MSP/MSSP in Sydney to recruit an IT Support Team Leader who will blend people leadership with hands-on technology to drive service delivery.

You'll lead a technical team, mentor engineers, manage escalations and incidents, and shape processes to improve support. The role combines leadership responsibility with ongoing technical exposure across Microsoft Cloud and security.

Qualifications

• 2+ years' experience leading IT support teams, ideally in MSP/MSSP environments.
• Strong hands-on troubleshooting and incident management experience.
• Solid understanding of ITIL principles and service management.
• Experience using Service Desk metrics to drive performance.
• Excellent written and verbal communication and stakeholder skills.

Responsibilities

• Lead, coach and mentor the IT support team and wider service desk.
• Run regular 1-on-1s, set expectations and development plans.
• Manage performance, productivity, and service quality.
• Oversee onboarding and development of engineers.
• Handle rostering, scheduling, leave and resource needs.
• Own major incidents and escalation processes, ensuring SLAs are met.
• Coordinate resources and communications during incidents.
• Drive proactive monitoring, documentation and process improvements.

Skills

IT team leadership

MSP/MSSP exposure

Troubleshooting

Escalation handling

Stakeholder management

Tools

ITSM platforms

Monitoring platforms

Job description

Saul Recruitment - Specialising in recruiting top MSP/MSSP/Security talent across ANZ!

Looking for an MSP/MSSP leadership role where you can lead a great technical team, stay close to the technology and genuinely make an impact?

I'm partnering with a high-performing Australian MSP/MSSP in Sydney that is continuing to grow, invest in its people and expand its capabilities across Microsoft Cloud, Modern Workplace, infrastructure and security.

They’re looking for an experienced IT Support Team Leader who can bring together the two sides of great MSP leadership – people and technology.

You’ll be a visible technical leader within the business, helping engineers develop, improving service delivery, driving accountability and making sure customers receive an exceptional level of support.

This isn’t a role where you’ll spend your entire day buried in spreadsheets, reports and meetings.

Why This Opportunity Stands Out

• Up to $120K Base + Super + Bonus + Training
• Sydney - Hybrid working
• Established and growing Australian MSP/MSSP
• Genuine investment in leadership and technical development
• Training and certification support
• Exposure across Microsoft Cloud, Modern Workplace, infrastructure and security
• Opportunity to improve processes and influence how the service desk operates
• Supportive, people-first culture
• Strong long-term career progression

If you’re currently working as an MSP Team Leader, Service Desk Team Leader, Senior Engineer or Technical Lead and want greater ownership of people, performance and service delivery, this could be a fantastic next step.

What You’ll Be Doing

You’ll take responsibility for the day-to-day leadership and development of the support team while helping ensure technical issues, escalations and major incidents are handled effectively.

Your responsibilities will include:

• Leading, coaching and mentoring your direct reports and the wider support team
• Running regular 1-on-1s, setting expectations and supporting individual development plans
• Managing performance, productivity, output and service quality
• Supporting the onboarding and development of new engineers
• Managing team rostering, scheduling, leave and resource requirements
• Driving employee engagement, recognition and retention
• Handling and supporting complex technical escalations
• Acting as an escalation point for engineers across multiple customer environments
• Owning major incident management from initial response through to resolution
• Coordinating technical resources, customer communication and internal stakeholders during incidents
• Ensuring incidents and requests are resolved within agreed SLAs
• Running post-incident reviews and identifying opportunities for improvement
• Using Service Desk metrics and reporting to improve team performance
• Driving greater proactivity across monitoring, tooling, documentation and support processes
• Identifying recurring technical issues and helping eliminate root causes
• Maintaining accurate information within the ITSM platform
• Working alongside senior engineers, service delivery and technical leadership
• Assisting with customer service delivery and presales activities when required

What You’ll Bring

This role needs someone who understands that great technical leadership is about more than being the smartest engineer in the room.

You’ll need the technical credibility to support your team, but just as importantly, you’ll enjoy coaching people, solving problems, improving processes and creating a high-performing support environment.

Ideally, you’ll bring:

• 2+ years' experience leading or mentoring an IT support team, ideally within a Team Leader capacity
• Recent experience within an MSP, MSSP or Systems Integrator environment
• Strong hands-on technical troubleshooting skills
• Experience managing technical escalations and major incidents
• A good understanding of ITIL principles and service management
• Experience using Service Desk metrics to manage performance, output and quality
• Strong knowledge of ITSM / ticketing platforms
• Excellent written and verbal communication skills
• Strong customer service and stakeholder management skills
• Experience conducting 1-on-1s, coaching engineers and managing performance
• A genuine interest in developing technical people
• A proactive mindset towards service improvement and automation
• The ability to remain calm and organised when things get busy

Technology Environment

You don’t need to be an expert in every technology, but you’ll need a strong technical foundation across modern MSP environments.

You’ll work with technologies including:

• Microsoft 365
• Azure
• Entra ID
• Intune / Autopilot
• Windows Server
• VMware and virtualisation
• Networking
• Backup & Disaster Recovery
• Modern Workplace
• ITSM and monitoring platforms
• Microsoft security technologies
• Scripting and automation
• SharePoint and Teams
• Cloud and infrastructure environments

What's In It For You?

Step into genuine technical leadership – Lead and develop engineers while remaining connected to the technology and customers.

$100K-$120K Base + Super + Bonus – A strong package with additional incentives and investment in your development.

Training and certifications – Continue developing technically and professionally with structured training and certification support.

Build a high-performing team – Coach engineers, improve performance, develop future senior engineers and help create an environment where people genuinely want to work.

Make an impact – This isn't simply about keeping the lights on. You'll have the opportunity to improve processes, tools, monitoring, documentation and the overall way the support function operates.

Modern technology exposure – Continue building your knowledge across Microsoft Cloud, Modern Workplace, infrastructure, networking, automation and security.

Career progression – Develop towards broader opportunities across Service Delivery, Technical Operations, Service Management, Technical Leadership and senior operational roles.

Supportive, people-first culture – Join an environment that genuinely invests in its people, encourages development and recognises great work.

Hybrid working – Enjoy flexibility while still being part of a collaborative Melbourne-based technical team.

If you love technology but have discovered that you get just as much satisfaction from helping other engineers become better at what they do, this could be a cracking opportunity.

This is your chance to lead from the front, develop a talented team and have a genuine influence on how an MSP delivers great service!