Technical Services Manager - MSP

Recruitflex; City of Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Parking on site

Job summary

Recruitflex is partnering with a well-established IT Managed Services Provider, seeking a hands-on, commercially minded leader to drive motivation, performance and client satisfaction across technical services divisions in Melbourne. You will oversee operations, coach managers, and ensure SLAs and KPIs are met.

You will work closely with the CEO and Head of Managed Services, influencing how the business operates and grows in a dynamic environment, while staying hands-on when needed and fostering

Qualifications

• Strong technical background in IT services.
• Proven leadership capability in MSP or similar environments.
• Hands-on, commercially minded leader with client-facing experience.

Responsibilities

• Oversee technical services operations and drive client satisfaction.
• Coach and develop direct reports into high-performing managers.
• Drive efficiency, productivity and consistency across operational areas.
• Align cross-functional teams to deliver outstanding client experiences and KPIs.
• Manage service desk escalations and key client risks.

Skills

IT leadership

Operations management

Client relationship management

SLA/KPI governance

People management

Education

IT qualifications

Tools

ITIL knowledge

Job description

Recruitflex is partnering with a well-established IT Managed Services Provider (MSP) at a critical point in its evolution. With a medium sized team, the business is primed for its next phase of growth. They need a technically strong, commercially-minded leader to drive motivation, performance and client satisfaction across their technical services divisions.

Within this newly created position, you will be responsible for overseeing technical services operations, ensuring client satisfaction and fostering collaboration across the wider services portfolio.

This role works closely with the CEO, Business Group Manager and Head of Managed Services, with real influence over how the business operates and grows.

Your Impact

• Bring clarity, structure, and rhythm to daily tech services operations
• Support and coach your direct reports to mature into high-performing managers
• Drive efficiency, productivity, and consistency across all operational areas
• Align cross-functional teams to deliver outstanding client experiences and optimise services
• Ensure compliance with SLA requirements and KPIs
• Manage service desk escalations and key risks, including direct engagement with clients

What You'll Need to Succeed

To be successful in this role, you will have a strong technical background (IT qualifications preferred), coupled with proven leadership capability and experience within an IT managed services setting, or similar.

You're a hands-on leader who thrives at fostering a motivated, performance driven team culture, retaining clients and driving continuous improvement.

You love being hands on and client facing when needed, but you're also a commercially astute leader who can contribute at a strategic level.

Finally, you're comfortable operating in a business that is evolving - bringing structure without stifling momentum.

The Rewards

• A genuine opportunity to shape how the business operates
• Work closely with an engaged and accessible CEO and senior leadership team
• Influence culture, capability, and performance across the organisation
• Join a company with strong foundations and clear growth ambitions
• Melbourne CBD location with parking on site