Technical Enablement Lead

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

Full time, Permanent

22d ago , from Appentency Recruitment Services

• Lead a crucialtechnical transformation, rebuilding and systemising service delivery fromthe ground up.
• Act as theultimate technical escalation point, mentoring engineers and solving themost complex challenges.
• Acareer-defining opportunity with the potential for future equityparticipation for delivering lasting success.

About Our Client

Our client is a dynamic IT ManagedServices Provider on a transformative journey. They are undertaking a majorstrategic initiative to evolve their service operations, moving from a reactivemodel to a proactive, high-performance framework built on structure andaccountability. They are committed to investing in their people and processesto create a best-in-class technical team and are looking for a leader to be atthe heart of this rebuild.

About the role

This is a rare and career-makingopportunity that blends hands-on technical leadership with strategic processarchitecture. The Technical Enablement Lead will be the pivotal force inelevating the company's technical standards and service delivery. You will notjust be managing processes—you will be building them. This role is perfect fora senior technical expert who thrives on creating structure, mentoring others,and leaving a lasting legacy of excellence.

Must haves:

• Demonstrableexperience driving process improvement, creating documentation, andoptimising service desk workflows (e.g., ticket triage, escalation paths,SLAs).
• Expert-level,hands-on troubleshooting skills across server, networking, and cloudtechnologies.

Role and Responsibilities

• Serve as thesenior technical escalation point for all engineers (L1-L3), providingexpert guidance and hands-on support.
• Take ownershipof redesigning and implementing new service desk workflows, ticketmanagement processes, and escalation policies.
• Champion thecreation, improvement, and enforcement of technical documentation, SOPs, andknowledge base content.
• Lead byexample, driving a culture of accountability, ticket hygiene, andconsistent process adherence.
• Mentor anduplift the technical capabilities of the entire service team throughcoaching and structured guidance.
• Analyse servicemetrics (SLA compliance, CSAT, ticket trends) to identify bottlenecks anddrive continuous improvement.
• Translate"tribal knowledge" into formal, scalable workflows andsystemised processes.
• Play afoundational role in a major business-wide project to transform technicaloperations and service delivery standards.

Experience/Skills

• Deepexperience in a senior technical or leadership role within a dynamic MSPenvironment is essential.
• Provenexpertise with core MSP tools, particularly RMM/PSA platforms (e.g.,ConnectWise) and documentation platforms (e.g., IT Glue).
• A naturalleader with the ability to drive change, build structure where it'slacking, and bring a team along on a transformation journey.
• A mindsetgeared towards complete ownership, proactive problem-solving, andachieving high-trust delivery.
• Extensiveexperience as a senior engineer or technical lead within a ManagedServices Provider (MSP).
• Exceptionalability to diagnose recurring issues and propose structured, permanentsolutions.
• Excellentcommunication skills, with the ability to mentor peers and report ontechnical performance to leadership.

Qualification

While your hands-on experience andtrack record of transformation are paramount, formal industry certifications(e.g., Microsoft, Cisco, ITIL) are highly regarded and demonstrate a commitmentto building best-practice frameworks.

What is on offer

• A highlycompetitive salary package that reflects the critical importance of thisrole.
• A trueopportunity to build and shape a technical services department in yourvision.
• The autonomyand authority to make a lasting, visible impact across the entireorganisation.
• A foundationalleadership role with direct influence on business strategy and operations.

Other Information

Other titles for this role in otherorganisation might be:Junior Service Delivery Manager, Technical Operations Lead, Service Delivery Lead, Senior Escalations Engineer,Lead Systems Engineer, MSP Technical Lead, Service Delivery Manager, TechnicalDelivery Lead, SDM, SDM and Senior Tech

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