Technical Team Lead

🏢 About Systima

Systima is a growing Managed Services Provider (MSP) with offices in Melbourne and Sydney. We support clients across a wide range of industries, delivering technical solutions with a focus on reliability, performance, and great service. We're now looking for a senior-level engineer to join our Sydney team as a technical go-to for advanced support and future project delivery.

🎯 About the Role

As Technical Team Lead, you will be leading our Mid Market accounts — a portfolio in the 200–600 seat range across financial services, healthcare and corporate sectors. These are complex, high-expectation environments where your technical credibility and ability to own relationships will define the service our clients experience.

Including:

• Own the client relationships across your accounts — you are the face of Systima’s technical service. 

• Lead a mixed team of L1, L2, L2+ and specialist engineers, with a Customer Technical Specialist (CTS) sitting alongside you as your technical anchor. 

• Escalate strategically to the L3 shared pool when needed, and own the decision of when that escalation is warranted. 

• Drive service quality through SLA ownership, CSAT accountability, and continuous improvement of how the team operates. 

• Develop your team via Personal Development Plans (PDPs), coaching, and identifying the next generation of specialist and leadership candidates within the group. 

• Report directly to the Support Services Manager with full accountability for your team’s performance metrics. 

🛠 Key Responsibilities

Technical Leadership

Responsibilities: 

• Be the senior technical authority within your team — capable of resolving L2+ issues and knowing precisely when to invoke L3. 

• Own the technical environment knowledge across your client accounts: M365 tenants, Entra ID, Intune/Autopilot, Azure infrastructure, Fortinet firewalls, Datto RMM, and the broader stack. 

• Lead incident response for P1/P2 events across your accounts, including after-hours escalation decisions. 

• Review and approve changes via Systima’s CAB process, including strict change governance requirements on regulated client accounts. 

Client Ownership

Responsibilities: 

• Serve as the primary technical contact across your client accounts — attend QBRs, service reviews, and technical briefings. 

• Manage client communications for incidents, changes, and proactive improvements — factual, confident, non-hedging. 

• Identify risks and improvements within client environments and bring them to the account management team as commercial opportunities. 

• Maintain IT Glue documentation to Systima’s standard across all accounts. 

Team Management

Responsibilities

• Lead and develop your team: run weekly huddles, own PDPs for all direct reports, run 1:1s, and track individual performance. 

• Coach L1/L2 engineers to reduce improper escalations and build genuine technical depth within the team. 

• Identify high-performers and manage their career progression within the team and across the broader Support Services function. 

• Manage shift coverage, leave, and on-call decisions in coordination with the Support Services Manager.  

Operational Accountability

Responsibilities: 

• Own your team’s SLA targets — response and resolution times, CSAT scores, and ticket quality metrics. 

• Report weekly on team performance via HaloPSA dashboard data — SLA, CSAT, open backlog, and team wellbeing. 

• Participate in monthly operations meetings, presenting your team’s performance to the director group. 

• Contribute to the Systima toolstack: HaloPSA, Datto RMM, Huntress, Microsoft Defender, Fortinet — and flag automation opportunities to our internal Automation + BI function. 

📋 What We're Looking For

Essential

• 5+ years in an MSP environment in a senior L2 or L3 technical support role. 

• Proven technical depth: Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Entra ID / Azure AD, Intune / Autopilot, Azure IaaS, Fortinet FortiGate, Windows Server. 

• Experience leading or mentoring a team of engineers — formal TL role preferred, informal leadership accepted if strong evidence. 

• Client-facing confidence: you have sat in front of senior stakeholders and owned difficult conversations without hedging. 

• PSA tool proficiency: HaloPSA, ConnectWise, Autotask, or equivalent. We use HaloPSA — prior experience preferred, transferable accepted. 

• RMM proficiency: Datto RMM or equivalent (N-able, NinjaRMM, Kaseya). 

• Right to work in Australia, based in Melbourne, available for on-site work in Collingwood. 

 Desirable

• Experience supporting financial services clients or other regulated industries (APRA, Essential 8, privacy compliance awareness). 

• Huntress or Microsoft Defender for Business administration experience. 

• Change management experience in an environment with formal CAB processes. 

• Datto RMM scripting or automation experience. 

• Familiarity with Intune conditional access and app protection policies (MAM/MDM). 

• Microsoft certifications: MS-102, AZ-104, SC-300 or equivalent. 

💼 What We Offer

• Competitive salary + super, based on your demonstrated experience. Salary expectations are discussed during the screening stage. 

• A genuinely senior role — not a TL in title only. You will own accounts, own a team, and have a seat at the table on how Systima’s support services evolve. 

• Clear career development pathway: from Technical Team Lead into account management, SDM, or Support Services Manager track — depending on where your strengths lie. We develop our people from within. 

• A tight, high-performing team that is genuinely invested in each other’s development. 

• Modern toolstack (HaloPSA, Datto RMM, Huntress, Microsoft 365, Copilot, Intune, Fortinet) with active investment in AI-assisted operations via our internal automation platform. 

• Hybrid flexibility once onboarded and embedded. We are not a full-remote shop — this role requires on-site presence, especially during account onboarding and client review periods. 

• A transparent, straight-talking management team. No politics, no spin. We tell you what’s happening and we expect the same back. Competitive salary