MSP IT Support Team Lead – Hybrid Sydney

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 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.