Senior IT Technician – Team Lead

Private Advertiser; Melbourne; Hybrid; AUD 90,000 - 140,000; Full time

Job summary

Private Advertiser is seeking a senior technician to lead a busy MSP team, focusing on Microsoft 365, Entra ID, Intune, Windows Server and Azure. The role blends hands-on engineering with leadership, coaching, and escalation support for the desk.

You will manage complex issues, guide teammates, and ensure customer satisfaction while balancing technical work and people leadership. This hybrid role involves remote and on-site work across Melbourne and surrounding areas.

Qualifications

• Senior technical expert with hands-on cloud security and automation work.
• Proven experience guiding a service desk and coaching junior technicians.
• Strong time management to juggle tickets while supporting the team.
• Excellent written and verbal communication with customers and engineers.
• Experience in MSP settings preferred but not required to have certifications.

Responsibilities

• Lead day-to-day service desk operations and priority tickets.
• Resolve complex Microsoft tech issues across 365, Entra ID, Intune, Azure and Windows Server.
• Provide escalation guidance and mentorship to peers.
• Maintain quality ticket notes, documentation and customer communication.
• Balance technical work with shop-floor leadership and coaching roles.
• Support remote and on-site customers as required.

Skills

Senior technician experience

Microsoft 365

Entra ID

Intune

Windows Server

Azure

Team leadership

Customer communication

Tools

ConnectWise

Autotask

HaloPSA

Job description

We’re a Microsoft-focused MSP doing a lot of cloud, security, automation and project work. We’re looking for a senior technician who’s ready to lead: someone who keeps the service desk moving, supports the team through hard problems, and still enjoys doing technical work every day.

You’ll spend most of your time on the tools, solving complex issues and working with customers. You’ll also be the person the team turns to for guidance, escalations, and keeping the queue under control. If you’re a strong senior tech who has started leading others and wants to grow into management, this is the next step.

What you’ll be doing

We’re a Microsoft-focused MSP doing a lot of cloud, security, automation and project work. We’re looking for a senior technician who’s ready to lead: someone who keeps the service desk moving, supports the team through hard problems, and still enjoys doing technical work every day.

You’ll spend most of your time on the tools, solving complex issues and working with customers. You’ll also be the person the team turns to for guidance, escalations, and keeping the queue under control. If you’re a strong senior tech who has started leading others and wants to grow into management, this is the next step.

On the tools (the core of the role)

• Resolving complex and escalated technical issues
• Supporting Microsoft 365, Entra ID, Intune, Windows Server, and Azure
• Helping with security alert triage and project work
• Working directly with customers, both remotely and on-site as required

Leading the team day to day

• Keeping an eye on the ticket queue and making sure work is prioritised and moving
• Being the go-to escalation point for technicians
• Coaching and supporting less experienced team members through real work
• Setting a good example for ticket notes, documentation, and customer communication

Growing into the role

• We’ll train and support you in the broader service desk side: SLA management, process improvement, and team oversight
• This is a role with a genuine path toward service desk management

What we’re looking for

Certifications aren’t required. We care about what you can actually do.

You’ll likely have:

• Strong senior technician experience in Microsoft environments (M365, Entra ID, Intune, Windows Server)
• Experience leading or guiding others, as a team lead, senior tech, or the person others regularly come to for help
• Excellent time management: you can juggle your own tickets while keeping an eye on the team’s
• Calm, clear communication with both technicians and non-technical customers
• The judgement to know when to jump in and when to coach someone through it

Nice to have

• MSP experience
• Experience with a PSA tool (ConnectWise, Autotask, HaloPSA, or similar)
• Exposure to Azure, Microsoft Defender, or PowerShell

Why join us

• A clear path from senior technician into leadership
• We’ll invest in developing your management skills
• Variety across cloud, security, and project work