IT Support Desk Team Leader (Managed Services)

Who we are

Tecala is an award-winning national ICT managed services provider. We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team. We’re certified as a Great Place to Work (2023-2026), ranked as Australia's 16th Best Workplaces in Technology 2026, and named Australia’s #1 Managed Service Provider and #29 globally in the 2025 MSP 501.

We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers. You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base. If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us.

About the role

Reporting to the Service Desk Manager, you'll lead, mentor and develop the L1 and L2 Support Engineers in our Technical Operations Centre (TOC), and act as our third-level escalation point for customers and internal teams.

Your focus is making sure the TOC consistently meets the SLAs and KPIs we've committed to our clients, through regular coaching, clear feedback and strong performance management. You'll be the internal technical reference point for your team and the main liaison with vendors and external service providers on service levels.

The work is a mix of reactive and proactive, but the direction of travel is clear: shift the balance toward proactive by up-skilling the team, automating the repetitive, and systemising what works.

What you'll be doing

• Handling technical escalations from TOC engineers

• Leading, coaching and mentoring your direct reports and the wider TOC team, setting expectations, running 1-on-1s and managing performance

• Onboarding new engineers and supporting their ongoing learning and development

• Owning team rostering, scheduling and leave, and driving engagement, retention and recognition

• Driving process improvement and greater proactivity across the TOC's tools, monitoring and ways of working

• Owning major incident management end to end: coordinating response and comms, resolving within SLA, and running post-incident reviews

• Recording activity accurately in our ITSM platform, and pitching in on service delivery and presales when needed

Success looks like: CSAT above 80% and 99.5%+ uptime, month on month.

What we're looking for

The must-haves:

• 2+ years' experience leading a team, ideally in a Team Leader capacity

• Recent experience inside an MSP or SI environment

• Strong written and verbal communication skills

• Sound understanding of the ITIL framework

• Confident using Service Desk reporting metrics to manage performance, output and quality

• A genuine customer focus, with a track record of delivering service improvements

• Strong hands-on technical skills across MS Windows, Microsoft 365, VMware and networking

• A thorough working knowledge of ITSM / ticketing tools

Nice to have:

• Citrix experience

• Recognised certifications in one or more vendor technologies (e.g. Cisco, Microsoft, VMware)

What's in it for you

You'll join a team that invests in you, backs you, and wants you to grow. Some of our perks are:

• Paid Birthday Leave

• Inclusive paid parental leave for all parents and carers

• Health and wellness perks, including discounted gym membership

• Ongoing learning and development, including self-paced learning through our LMS

• Clear career pathways to keep you moving

• Paid certifications and a remuneration incentive for getting certified

• Reward and Recognition Program where you can thank and reward your teammates

• Employee discounts on health insurance, IT hardware and more

• Employee Assistance Program (EAP)

How to apply

If this sounds like your next move, we'd love to hear from you. Please include a cover letter and CV with your application.

No agencies, please. We've got this one covered.

Please note: a National Criminal History Check is a standard part of our hiring process.

We foster an inclusive and diverse work environment where people can be themselves. Every idea and perspective is valued, so that our services reflect the businesses we support. We welcome applications from suitably qualified candidates across the range of underrepresented communities.