A Melbourne business technology provider is looking for a Technical Support Team Lead to guide a small support team while remaining involved in escalated technical work. This onsite role suits someone with broad IT support experience who can balance coaching, ticket ownership, customer updates and process improvement. You will help raise support quality, keep escalations moving and make sure incidents are documented properly. The role requires sound judgement, practical technical knowledge and a willingness to support junior staff while maintaining a professional customer experience.

The position also suits someone who can balance practical troubleshooting with clear documentation and consistent follow-through on support commitments.Essential criteria:

• Five years of experience in IT support, service desk, desktop support or a related technical support role.
• Ability to lead a small support team by coordinating priorities, handovers, escalations and daily workload.
• Hands-on capability with Microsoft 365, Windows, user accounts, desktop issues and basic infrastructure support.
• Experience coaching junior staff on troubleshooting methods, ticket quality and customer communication.
• Ability to identify recurring incidents and recommend improvements to documentation, processes or training.
• Confidence providing stakeholder updates during urgent incidents or service-impacting support issues.

Nice to have:

• Experience with MSP operations, service reviews or client-facing escalation management.
• Exposure to reporting on SLA performance, ticket trends and team productivity.
• Foundational Microsoft, ITIL or leadership training.