A Perth technology services provider is looking for a Technical Support Team Lead to guide a small support team while staying involved in escalated technical work. This onsite role is suited to someone with five years of IT support experience who can balance coaching, ticket ownership, customer updates and process improvement. You will help coordinate workload, improve ticket quality, support urgent escalations and maintain consistent service standards. The position requires practical technical knowledge, calm communication and the ability to help junior staff develop better troubleshooting and documentation habits.

Essential criteria:

• Five years of experience in IT support, service desk, desktop support or a related technical support role.
• Ability to coordinate priorities, escalations, handovers and daily workload for a small support team.
• Hands-on capability with Microsoft 365, Windows, user accounts, desktop issues and basic infrastructure support.
• Experience coaching junior staff on troubleshooting methods, customer communication and ticket quality.
• 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 SLA reporting, ticket trend analysis or team productivity reporting.
• Foundational Microsoft, ITIL or leadership training.