Tech Enablement Lead — Transform MSP Service Delivery

Appentency Recruitment Services; City of Melbourne; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Leadership role with strategic impact

Autonomy to shape service delivery

Equity participation potential

Job summary

The Technical Enablement Lead at Appentency Recruitment Services is a senior, hands-on leader taking a pivotal role in rebuilding and standardising the client's service delivery within a dynamic MSP.

You will own new workflows, mentor engineers, and drive continuous improvement with measurable SLAs, documentation, and knowledge base content, shaping a high-performance operations culture.

Qualifications

• Hands-on experience leading MSP service transformations.
• Expertise with MSP tools and documentation platforms.
• Proven ability to drive change and build structure.
• Strong mentoring and leadership to uplift teams.
• Excellent communication and reporting to leadership.

Responsibilities

• Serve as the senior technical escalation point for engineers.
• Redesign and implement new service desk workflows and escalation policies.
• Champion documentation, SOPs, and knowledge bases.
• Lead by example, promoting accountability and process adherence.
• Mentor the technical capabilities of the service team.
• Analyze service metrics to drive continuous improvement.
• Translate tribal knowledge into scalable workflows.
• Play a foundational role in a major business-wide technical transformation.

Skills

Senior leadership

ConnectWise

RMM/PSA tools

IT Glue

Ownership mindset

People leadership

Problem diagnosis

Communication skills

Education

ITIL / Microsoft / Cisco certifications (desirable)

Tools

ConnectWise

RMM/PSA tools

Job description

The Technical Enablement Lead at Appentency Recruitment Services is a senior, hands-on leader taking a pivotal role in rebuilding and standardising the client's service delivery within a dynamic MSP.

You will own new workflows, mentor engineers, and drive continuous improvement with measurable SLAs, documentation, and knowledge base content, shaping a high-performance operations culture.