Technical Team Lead

About the Role We are seeking an experienced Technical Team Lead to provide technical guidance, coaching, and capability development across L1, L2, and L3 Support Engineers. This role will focus on strengthening technical capability, supporting engineer progression, leading knowledge-sharing initiatives, and contributing to technical assessments. You will work closely with learning and development specialists and technical stakeholders to identify capability gaps and support structured technical growth across the engineering function. About the Client You will be working with an established Australian Managed Service Provider (MSP) delivering technology and managed services to its customers. The organisation values strong technical capability, service excellence, continuous development, and collaborative knowledge sharing across its engineering community. Ideal Profile Technical Experience Strong hands-on experience within managed services, IT support, systems engineering, or a similar technical environment. Previous experience working within an Australian MSP environment. Experience operating at Senior Engineer, Technical Lead, Escalation Engineer, or a similar level. Strong understanding of L1, L2, and L3 support functions and the technical capabilities expected at each level. Strong troubleshooting and problem-solving capabilities across infrastructure and end-user environments. Experience working within SLA-driven managed services operations. Technical Skills Microsoft 365 administration and troubleshooting. Microsoft Entra ID and Exchange Online. Microsoft Intune and endpoint management. Active Directory and Group Policy. Windows Server and Windows desktop environments. Networking fundamentals, including DNS, DHCP, VPN, and TCP/IP. Identity and access management. ITSM and ticketing platforms. Remote Monitoring and Management (RMM) tools. Backup, endpoint security, and common MSP technologies.

Exposure to Microsoft Azure, cloud infrastructure, virtualisation, networking, and security technologies is highly regarded. Leadership & Development Demonstrated experience coaching, mentoring, or developing technical professionals. Ability to assess technical capability and provide clear, constructive development feedback. Strong understanding of ITIL principles and IT service management practices. Ability to explain complex technical concepts clearly and practically. Strong communication and stakeholder-management skills. Strong customer-service mindset and understanding of Australian MSP service expectations. Qualifications & Certifications Relevant tertiary qualification in Information Technology, Computer Science, Engineering, or a related discipline is desirable. ITIL certification or demonstrated practical experience in ITIL-aligned environments. Microsoft, Azure, or other relevant industry certifications are highly regarded. Responsibilities Technical Coaching & Guidance Provide technical coaching and guidance to L1, L2, and L3 Support Engineers. Support engineers with complex technical issues, troubleshooting approaches, and technical decision-making. Coach engineers on structured troubleshooting, ownership, and effective resolution practices. Build technical confidence, independence, and overall engineering capability. Identify recurring technical challenges and recommend targeted coaching, learning, or knowledge-sharing initiatives. Learning & Technical Development Partner with the Learning & Development Specialist to identify individual and broader technical capability gaps. Provide technical input into development plans and learning pathways. Help define and maintain technical competency expectations across L1, L2, and L3 levels. Support technical development and progression between engineering levels. Recommend practical learning activities, technical exercises, certifications, and development opportunities. Provide ongoing technical feedback to support capability improvement.