Job Description

Purpose of Position

To lead and manage the second level (L2) of IT support provided by our L2 Engineers for our clients across South Australia and Victoria. The position is responsible for overseeing escalated and complex technical work, coordinating and prioritising requests across the team to ensure incidents, service requests and minor projects are resolved in a timely and efficient manner within SLA's. As a key technical and people leader within the business, they are responsible for all performance metrics across their assigned L2 team, including coaching, training, technical quality, and the team's performance, and act as the senior technical escalation point between the L1 Helpdesk, Projects and Engineering teams. Living and influencing our brand values, this role will play a key part in developing and promoting a high performing culture across both states.

Primary Duties and Responsibilities

Foster and influence a high performing, collaborative, and customer-centric team culture that supports staff growth into wider areas of the business.

Customer Focus

• Lead a team of L2 Technicians, building strong working relationships within the team and across locations, ensuring a collaborative and productive working environment.
• Providing a memorable customer experience, ensuring that outcomes are well managed, with a high degree of customer satisfaction.
• Mentor, coach, and manage the team to investigate, diagnose and resolve complex L2 technical problems across client server, network, cloud, and security environments.
• Ensure clients are kept informed of progress on tickets.
• Triage incoming tickets and ensure they are assigned to appropriate resources based on SLAs, availability, and technical ability.
• Review & investigate negative feedback; drive staff learning, improvement, and corrective actions.
• Develop and maintain relationships with key client stakeholders.
• Ensure that out-of-scope billing is flagged & approved, and that time is recorded correctly.
• Mentor, coach, and manage the team to investigate, diagnose and assess L2 technical problems reported by customers.
• Ensure technical documentation is updated during the teams work; allowing for quicker resolution next time. Ensure documentation or process gaps identified through adjacent works are recorded, owned and addressed.

Manage the day-to-day performance of the team

• Proactively reviewing in progress work, advising & assisting team members, clearing roadblocks, and reassigning work based on resourcing levels, skills, availability and SLAs.
• Ensure that the team understands and consistently follows operating procedures and guidelines. Monitor adherence to these and ensure that timely feedback is provided where necessary.
• Monitor quality and performance of work performed against organisational KPIs, make learning recommendations, provide feedback, or escalate concerns.
• Ensuring IT Support Technicians are accountable for their work quality and use of available resources.
• Act as a technical escalation point for the team. Providing direct technical direction, support and guidance to the team on all technologies supported in client environments.
• Review and approve technical changes raised by the team, ensuring appropriate planning, risk assessment, and rollback plans are in place.
• Assist with coordinating response to critical incidents and outages, ensure clients and leadership are kept apprised of the status of repair efforts.
• Act as a senior technical escalation point for the L2 team. Providing direct technical direction, support and guidance on all technologies supported in client environments, including servers, networking, Microsoft 365/Azure, security, and backup/DR.
• Oversight, reviewing, and actioning of the team’s survey scores to ensure we are delivering exceptional customer service.

Encourage and lead a culture of continuous improvement

• Conducting regular team meetings, 1on1’s, and keep it a fun place to work.
• Build a strong working relation between team members and with your team. Ensuring a collaborative and productive working environment.
• Develop staff into high performing team members who can grow to new roles. Provide a flexible and varied program of training and development tailored to the needs of each individual team member. Coach individuals to have a growth mindset by encouraging and developing individualised development plans that support theirs and the companies’ goals.
• Ensure tangible outcomes to staff development, such as recognised exams or certifications.
• Develop a culture where all staff feel safe to provide suggestions to improve company performance, and can proactively implement changes where appropriate, such as ensuring technical documentation is proactively updated.
• Own the recruitment and onboarding of new staff into the team. Interviewing, onboarding, and training team members to ensure they are set up for success during their probationary period.
• Observe, reflect and provide feedback to Management on areas of improvement, including Operating Processes, technical documentation, training, client environments, and other areas.

Other Duties

• Assist the Service Delivery Leader with internal team improvement, reviews, process development, or other assigned adhoc tasks.
• Developing and maintaining relationships with key client stakeholders and vendors/distributors, including participating in client technical reviews as required.
• Documenting all customer interactions in our Customer Relationship Management (CRM) system.
• Act as the Level 2 after hours escalation point and manage the L2 after hours on-call roster.
• Interstate travel will be required from time to time.

Skills & Competencies

• Inclusive: Willingness to assist and support others as required within a team environment.
• Transparency: Communicate freely and effectively and is open to feedback on performance.
• Approachability: Receptive to others views and happy to assist other employees when needed
• Passionate: Encourages others and always bring their best self to work.
• Accountable: Owning situations and outcomes.

Team Management

Ability to lead and motivate teams, including teams distributed across multiple locations, fostering a collaborative and high-performing work environment.

Decision-Making

Make informed decisions quickly and effectively, especially during critical situations.

Communication

• Ability to articulate complex technical concepts in a clear and concise manner.
• Ability to communicate to engineers Comwire's expectations, process, and performance.
• Manages up, ensuring that management is kept up to date with performance, staff, or other issues and how these are being addressed.

Time Management

• Accomplishing set objectives effectively, within budget, and on time.
• Ensuring all duties of the role are carried out in an efficient and timely manner.

Problem-Solving

• Analytical Thinking: Strong analytical and problem-solving skills to address issues and improve service delivery processes.
• Root Cause & Problem Management: Capability to lead thorough investigations, identify the root causes of incidents, and drive permanent fixes.

Managing Performance

• Sets clear expectations, has regular 1 on 1 meetings, and is focused on continual improvement.

Interpersonal Skills

• Conflict Resolution: Skill in resolving conflicts and addressing challenges within the team or with clients.
• Empathy: Understanding and empathizing with both client and team concerns.

Providing Feedback

• Provides regular constructive feedback to recognise, challenge, and develop their team against values, behaviours, & performance.

Technical Skills & Experience

• Previous MSP experience in an L2/L3 Engineer or Senior Technical role (essential).
• 2+ years of experience leading, coaching and managing technical teams, ideally including remote or multi-site teams (essential).
• 5+ years of experience in technical roles supporting client or Internal IT organisations, including at least 2 years at L2 level or above.
• Strong hands-on experience with Windows Server, Active Directory/Entra ID, Microsoft 365, Azure, Intune, virtualisation (VMware/Hyper-V), networking (LAN/WAN, VPN, firewalls), and backup/DR solutions.
• Experience managing major incidents, change management, and problem management processes.
• A current driver's license (essential).

Certification/experience in the following highly desired but not essential:

• ITIL Foundation (or higher)
• Microsoft Associate/Expert Certifications (e.g. Azure Administrator, Modern Desktop, Microsoft 365, Security).
• Vendor Networking/Security Certifications (Cisco/Fortinet)
• Access 4 / 3cx VoIP
• Certificate 3/Diploma in Information Technology, Bachelor of Information Technology, or similar relevant tertiary education.