Managed Services Technical Lead

Entag Pty Ltd; City of Melbourne; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible hybrid/WFH options

Birthday off

Learning platform & career growth

Employee Assistance Program

Referral rewards

Team events & Move Club

Job summary

ENTAG Pty Ltd is seeking a Experienced Managed Services Technical Lead to provide senior technical leadership across the customer lifecycle. You will connect customers, technical teams, Sales and Account Management to drive reliable, secure ICT services and continual improvement.

You will lead priority incidents, onboarding, vulnerability management and service reviews while coaching technical teams and driving ITIL-aligned processes in a fast-paced multi-customer environment.

Qualifications

• Senior technical experience in Managed Services or a complex ICT environment.
• Experience managing major incidents, escalations and recurring problems.
• Success leading customer onboarding and service transitions.
• Experience conducting service, environment and operational risk reviews.
• Broad knowledge of networking, connectivity, security, cloud and infrastructure.
• Experience coordinating vulnerability management and patching programs.
• Strong customer, stakeholder and vendor management experience.
• Experience coaching and mentoring technical teams.
• ITIL certification is desirable.
• Fortinet, Cisco Meraki, cloud or security certifications are highly regarded.

Responsibilities

• Lead Priority 1 incidents, technical escalations and customer communications.
• Coordinate post-incident reviews and drive corrective actions through to completion.
• Lead technical onboarding, hypercare and service adoption for new customers.
• Coordinate critical vulnerability, security update and patching activities.
• Review customer environments, service performance, risks and recurring issues.
• Partner with Sales and Account Management to deliver customer service reviews and forward planning.

Skills

Senior technical experience

Major incidents management

Customer onboarding

Service risk reviews

Networking knowledge

Cloud & infrastructure

Security knowledge

Vulnerability management

Vendor management

Team coaching

ITIL awareness

Education

Tertiary qualification or equivalent

Tools

Fortinet

Cisco Meraki

Cloud security certifications

Job description

About Us

At ENTAG we help businesses thrive! We are a technology services business, partnering with Australia’s largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large,enterpriseand government customers. We have a reputation for fostering a fun yet professional work environment that encourages collaboration and growth, as well as a supportive and friendly culture that makes everyone feel valued.

Why You’ll Love Working at ENTAG

• Flexible ways of working–designed to support balance with hybrid and WFH options
• Reward & recognition that matters–with award events, milestone recognition, and celebrating everyday wins
• Grow your career– supported by structured pathways and our dedicated learning platform
• Extra time for what matters– including your birthday off, service recognition leave, and theoptionstopurchaseadditionalannual leave
• Vibrant team culture–social events, team connection opportunities, and our popular ENTAG Move Club
• Wellbeing support– access our Employee Assistance Program whenever you need it
• Referral rewards– earn incentives through our Employee Referral Program

About the Position

We’re looking for an experienced Managed Services Technical Lead to provide senior technical leadership across the customer lifecycle. You’ll connect customers, technical teams, Sales and Account Management to drive reliable, secure and continually improving ICT services.

In this role you will

• Lead Priority 1 incidents, technical escalations and customer communications.
• Coordinate post-incident reviews and drive corrective actions through to completion.
• Lead technical onboarding, hypercare and service adoption for new customers.
• Coordinate critical vulnerability, security update and patching activities.
• Review customer environments, service performance, risks and recurring issues.
• Partner with Sales and Account Management to deliver customer service reviews and forward planning.
• Drive ITIL-aligned problem management and continual service improvement.

You’ll thrive if you

• Make sound technical decisions and manage risk effectively.
• Stay calm and decisive during major incidents and escalations.
• Communicate complex technical information clearly.
• Analyse trends and turn insights into service improvements.
• Build trust, influence stakeholders and drive accountability.
• Prioritise effectively in a fast-paced, multi-customer environment.
• Balance customer outcomes with operational and commercial priorities.
• Coach and guide technical teams without direct authority.

Skills & experience you’ll have

• Senior technical experience in Managed Services or a complex ICT environment.
• Experience managing major incidents, escalations and recurring problems.
• Success leading customer onboarding and service transitions.
• Experience conducting service, environment and operational risk reviews.
• Broad knowledge of networking, connectivity, security, cloud and infrastructure.
• Experience coordinating vulnerability management and patching programs.
• Strong customer, stakeholder and vendor management experience.
• Experience coaching and mentoring technical teams.
• ITIL certification is desirable.
• Fortinet, Cisco Meraki, cloud or security certifications are highly regarded.
• Relevant tertiary qualifications or equivalent practical experience.