Managed Services Ops Lead: Networking & ITIL Mastery

Outcomex; Ryde; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Onsite at North Ryde three days a week

Flexible working arrangements

Collaborative team

Job summary

Outcomex is seeking a hands-on Technical Services Operational Lead to join our Managed Services Operations team in Sydney. This role focuses on day-to-day operational control of the Service Desk, prioritising tickets, coordinating resources and addressing service risks with a continuous improvement mindset.

You will work alongside the Managed Services Leadership team to ensure effective service delivery, support engineering teams and strengthen processes underpinning our Managed Services.

Qualifications

• Strong networking knowledge in enterprise IT environments.
• Experience in IT Managed Services or Network Operations.
• Practical understanding of IT service delivery and operations.
• Familiarity with ITIL and ITSM practices.

Responsibilities

• Maintain oversight of the Service Desk; prioritize, assign and track tickets within SLAs.
• Monitor queue health and SLA performance; address exceptions and coordinate resources.
• Provide technical triage, escalation guidance and operational direction.
• Oversee monitoring workflows and ITSM integration with engineering teams.
• Maintain ITSM platforms, workflows and operational documentation.
• Identify recurring issues and drive automation to improve incident, problem and change management.
• Contribute to operational reporting, service reviews and continuous improvement initiatives.
• Collaborate with engineering and stakeholders to align priorities and protect customer outcomes.
• Communicate risks clearly and promote consistent, accountable operational practices.

Skills

Cisco networking

IT operations

ITIL & ITSM

Monitoring & observability

Tools

ITSM platforms

Network monitoring

Job description

Outcomex is seeking a hands-on Technical Services Operational Lead to join our Managed Services Operations team in Sydney. This role focuses on day-to-day operational control of the Service Desk, prioritising tickets, coordinating resources and addressing service risks with a continuous improvement mindset.

You will work alongside the Managed Services Leadership team to ensure effective service delivery, support engineering teams and strengthen processes underpinning our Managed Services.