Technical Service Desk Team Lead

About Managed IT

Managed IT is a Perth-based managed services and managed security provider with 21 years of experience, ISO 27001:2022 certified and ITIL 4 aligned. We support WA local government, state government, not-for-profit and NDIS clients. Our service desk must be proactive, not reactive: we find and fix the cause of a fault before clients have to chase us. We run on EOS, a simple operating system for business: every role has clear measures, a weekly scorecard, 90-day priorities and a weekly leadership meeting.

The role

You are a strong Tier 3 engineer ready for your first management role. You will be the technical authority of our service desk and the leader who makes it better. Our analysts own their tickets from start to finish. When they are stuck, they turn to you, and you work through it with them so they learn and the client is helped quickly. The desk is a blended team: Perth-based leaders and specialists working with offshore analysts supplied by our partners. Keeping that desk proactive is the job.

What you will do

• Keep the desk proactive: spot patterns early, find the root cause of faults before they repeat, and write the fixes and guides that stop them
• Be the person the desk turns to when a problem is hard, and work through it with them
• Plan and test changes to client systems before they go live
• Run a short daily team stand-up, check the quality of tickets each week, and coach analysts from what you see
• Help analysts solve more themselves, so fewer tickets need to leave the desk
• Use AI tools every day to diagnose, write up and coach faster, and teach the team to do it safely
• Work from clear weekly numbers drawn straight from our ticketing system
• Work closely with our service delivery, operations and security managers

About you

• Five or more years' hands-on infrastructure or support engineering in an MSP or similar environment, including at least two years at Tier 3 as the person called in for network, server, Microsoft 365 and cloud faults
• Deep, hands-on skills across Microsoft 365, Entra ID and Exchange Online; Intune and endpoint management; Windows Server, Active Directory and backup; networking (switching, VLANs, firewalls, DNS/DHCP, Wi-Fi); and remote access such as Citrix
• PowerShell scripting to automate fixes and checks
• Everyday use of AI assistants such as Claude and Microsoft Copilot, and the judgement to check their output and protect client data. You do not need to be an AI specialist: we have expert AI skills in-house to help you succeed.
• Ready to lead: you may have mentored or trained others, led incidents or projects, or acted as a senior. You do not need a leadership title.
• Clear, calm communication, and a genuine wish to help others get better
• ITIL 4 Foundation, held or gained within 90 days, and MS-102 or equivalent hands-on experience; AZ-104, MD-102, SC-300 or CCNA a plus
• Right to work in Australia, and willingness to undergo police and reference checks

What we offer

• A$115,000 to A$130,000 plus superannuation, depending on experience
• Expert in-house AI and automation skills on hand, so you are never working out new AI tools alone
• A structured 30/60/90-day plan for your move into management, with the support of our senior team
• A defined role with clear measures, an on-call roster with an allowance, and a path towards operations or technical leadership

How we hire

A short screening call; a hands-on technical interview with our security manager; a practical exercise (work through anonymised tickets, write up a root-cause analysis using an AI assistant of your choice and show how you check it, and run a short coaching conversation); a leadership interview; and reference checks.