Technical Services Operations Lead

Outcomex; Ryde; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Onsite at North Ryde three days a week

Flexible working arrangements

Collaborative team

Job summary

Outcomex is seeking a hands-on Technical Services Operational Lead to join our Managed Services Operations team in Sydney. This role focuses on day-to-day operational control of the Service Desk, prioritising tickets, coordinating resources and addressing service risks with a continuous improvement mindset.

You will work alongside the Managed Services Leadership team to ensure effective service delivery, support engineering teams and strengthen processes underpinning our Managed Services.

Qualifications

• Strong networking knowledge in enterprise IT environments.
• Experience in IT Managed Services or Network Operations.
• Practical understanding of IT service delivery and operations.
• Familiarity with ITIL and ITSM practices.

Responsibilities

• Maintain oversight of the Service Desk; prioritize, assign and track tickets within SLAs.
• Monitor queue health and SLA performance; address exceptions and coordinate resources.
• Provide technical triage, escalation guidance and operational direction.
• Oversee monitoring workflows and ITSM integration with engineering teams.
• Maintain ITSM platforms, workflows and operational documentation.
• Identify recurring issues and drive automation to improve incident, problem and change management.
• Contribute to operational reporting, service reviews and continuous improvement initiatives.
• Collaborate with engineering and stakeholders to align priorities and protect customer outcomes.
• Communicate risks clearly and promote consistent, accountable operational practices.

Skills

Cisco networking

IT operations

ITIL & ITSM

Monitoring & observability

Tools

ITSM platforms

Network monitoring

Job description

Outcomex is an award-winning systems integrator headquartered in Sydney, delivering innovative technology solutions with a strong focus on customer experience and operational excellence.

We work across complex technology environments, helping our customers achieve reliable, effective and forward-thinking outcomes through our technical expertise and commitment to service excellence.

We are looking for aTechnical Services Operational Leadto join our Managed Services Operations team. This is a hands‑on technical operations role for someone who combines strong networking knowledge with the ability to maintain operational control, drive service delivery, and continuously improve how a Managed Services environment operates.

About the Role

Reporting to the Head of Service Operations and working alongside the Managed Services Leadership team, the Technical Services Operational Lead will focus on the day‑to‑day operational control of the Service Desk, ensuring tickets are prioritised and progressed, resources are effectively coordinated, and service risks and exceptions are promptly addressed. The role combines technical oversight, monitoring and ITSM platform management with a strong focus on resolving operational challenges, improving service delivery and driving consistent, efficient practices across Managed Services.

This is a hands‑on technical operations role suited to someone who combines strong networking knowledge with sound operational judgement, initiative and a continuous improvement mindset. You will play an important role in maintaining service delivery, supporting engineering teams and strengthening the systems and processes that underpin our Managed Services.

Key Responsibilities

• Maintain operational oversight of the Service Desk, ensuring tickets, incidents and escalations are prioritised, appropriately allocated and progressed within agreed service levels.
• Monitor queue health, SLA performance and operational risks, proactively addressing exceptions and coordinating resources to maintain effective service delivery.
• Provide technical triage, escalation support and operational guidance.
• Oversee monitoring‑related workflows, including alert triage, event handling and escalation, working with engineering teams to improve monitoring effectiveness and integration with IT Service Management (ITSM) processes.
• Maintain and optimise ITSM platforms, workflows, business rules, operational documentation and service management practices.
• Identify recurring issues, process gaps and opportunities for automation, driving improvements across incident, problem and change management.
• Contribute to operational reporting, service reviews and continuous improvement initiatives that strengthen service quality, performance and scalability.
• Collaborate with engineering teams, Customer Experience Managers and stakeholders to coordinate priorities, resolve operational challenges and maintain momentum towards customer outcomes.
• Communicate operational risks and exceptions clearly, provide technical direction, and promote consistent practices, accountability and knowledge sharing across Managed Services.

About You

You are a technically capable and operationally minded professional who enjoys bringing structure, clarity and momentum to a busy service environment. You can move comfortably between technical troubleshooting, operational decision‑making and process improvement without losing sight of the customer outcome.

You take initiative, follow through on commitments and are comfortable working independently. You don't simply report problems — you investigate the contributing factors, determine the appropriate action and drive issues towards resolution.

Technical Skills & Experience

• Strong understanding of Cisco networking and enterprise IT and telecommunications infrastructure.
• Experience working within an IT Managed Services, Network Operations or Service Operations environment.
• Practical understanding of service delivery across Engineering support functions.
• Hands‑on experience with ITSM platforms, including ticket workflows, business rules, prioritisation and operational reporting.
• Hands‑on experience with network monitoring and observability platforms, including alert management, event investigation and monitoring optimisation.
• Working knowledge of ITIL and IT service management practices
• Understanding of SLA management, service performance reporting and operational risk management.
• Ability to interpret operational data, identify trends and investigate the underlying causes of service issues.
• Cisco networking certifications will be highly regarded, along with practical experience using network monitoring, observability and IT Service Management (ITSM) platforms.

Operational Leadership & Maturity

• Demonstrated ability to manage competing operational priorities and maintain oversight of a busy service environment.
• Strong judgement and decision‑making skills, with the confidence to act independently within established responsibilities.
• A proactive approach to identifying risks, addressing exceptions and driving issues through to resolution.
• Ability to coordinate resources, provide technical direction and support effective collaboration across teams.
• Ability to mentor and guide Service Desk engineers, building technical capability, sound troubleshooting practices and confidence in operational decision‑making.
• A continuous improvement mindset, with the ability to translate identified gaps into practical, sustainable improvements.
• Strong ownership, organisation and follow‑through, with the ability to bring structure and consistency to operational delivery.
• Previous experience in a formal operational leadership role is desirable, but we are equally interested in technically strong professionals who have developed the maturity, initiative and judgement to take the next step.

Interpersonal & Communication

• Clear, confident communication with technical teams, operational stakeholders and customer‑facing colleagues.
• Ability to explain technical issues, operational risks and priorities in a practical and accessible way.
• A collaborative approach that builds trust, encourages knowledge sharing and supports effective teamwork.
• Confidence in challenging assumptions constructively and making recommendations supported by evidence.
• A calm, solutions‑focused approach when managing competing priorities or operational pressure.

Continuous Improvement & Problem‑Solving

• A natural curiosity to understand why issues occur, rather than simply addressing the immediate symptoms.
• Ability to analyse trends, investigate contributing factors and identify opportunities to improve service outcomes.
• Practical problem‑solving skills, with a focus on sustainable solutions, automation and operational efficiency.
• Willingness to challenge inefficient processes and take ownership of improvements from identification through to implementation.

Working Arrangements

• Minimum of three days per week onsite at our North Ryde office.
• Flexible working arrangements supported where operationally appropriate.

Why Join Outcomex?

• Join a collaborative team of technology professionals delivering complex solutions and supporting critical customer environments.
• At Outcomex, you'll have the opportunity to: Expand your technical expertisethrough exposure to complex networking environments, modern technologies and enterprise Managed Services.
• Collaborate with experienced professionalsacross high‑performing Engineering and Managed Services teams.
• Make a tangible impactby improving operational processes, service performance and the customer experience.
• Influence how we workby contributing ideas, implementing practical improvements and helping mature our service operations.
• Grow your careerin an environment that values technical capability, initiative, accountability and continuous learning.