Senior Technical Lead

We are looking for a highly experienced Senior Technical Lead to become the most senior technical resource within an established Australian IT services business.

This is a broad, hands-on leadership role combining technical account management, infrastructure design, cybersecurity, project delivery, service escalation and internal technical leadership.

The successful candidate will take ownership of complex technical matters across multiple client environments while managing competing priorities and ensuring clients receive clear, proactive communication throughout the process.

This is not a role for someone who prefers to focus on a single technical problem at a time. The successful candidate will need to comfortably move between client requirements, technical escalations, projects, team support and internal initiatives, while knowing when to resolve an issue personally and when to escalate or delegate.


Key Responsibilities

Technical Leadership & Account Management

• Act as the senior technical escalation point across client environments.
• Work directly with clients to understand requirements, explain technical issues and recommend appropriate solutions.
• Provide clear, proactive communication to clients throughout technical issues and projects.
• Lead the technical team on complex issues and provide guidance, mentoring and direction.
• Help manage technical relationships across multiple client accounts.

Infrastructure Design & Implementation

• Design and implement infrastructure and systems solutions based on client requirements.
• Develop technical solutions across cloud, networking, Microsoft environments, security and core IT infrastructure.
• Lead technical implementations from planning through deployment, testing and handover.
• Review existing environments and identify opportunities for improvement, resilience and efficiency.

Cybersecurity & Risk

• Assess client environments for security risks and recommend appropriate controls.
• Support implementation and maintenance of cybersecurity solutions and best-practice security processes.
• Contribute to security-related projects, audits and remediation activities.
• Ensure technical solutions consider security, reliability and business continuity.

Project Delivery

• Lead and contribute to multiple concurrent technical projects.
• Build practical implementation plans and coordinate technical resources.
• Manage competing priorities, dependencies and deadlines.
• Communicate project progress, risks and issues clearly to stakeholders.
• Ensure projects are properly documented and handed over.

Service Escalation & Operational Support

• Take ownership of complex technical escalations that cannot be resolved at lower levels.
• Troubleshoot infrastructure, systems, networking, cloud and security issues.
• Determine the appropriate level of urgency and business impact.
• Escalate or delegate issues appropriately rather than allowing individual tasks to consume disproportionate time.
• Identify recurring technical issues and recommend longer-term solutions.

Automation & Process Improvement

• Identify opportunities to automate repetitive technical and service processes.
• Contribute to improvements in internal systems, workflows and documentation.
• Assist with evaluating and implementing new technologies that improve service delivery and efficiency.

Ideal Candidate

• 7+ years of relevant IT experience, ideally across infrastructure, systems engineering, technical consulting or MSP environments.
• Previous experience working within an MSP or IT services environment.
• Strong technical background across infrastructure, Microsoft/cloud environments, networking and cybersecurity.
• Proven experience designing and implementing infrastructure solutions.
• Experience leading technical projects from planning through implementation.
• Demonstrated technical leadership, mentoring and escalation experience.
• Strong client-facing communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
• Experience managing multiple concurrent priorities and projects.
• Strong commercial and business judgement.
• Proactive communicator who identifies potential issues early rather than waiting for problems to escalate.
• Comfortable working across technical delivery, client management, operational support and internal projects.
• Experience with PSA/RMM systems such as ConnectWise, Autotask or Halo is highly desirable.
• Familiarity with tools such as IT Glue, Huntress, ThreatLocker and other cybersecurity platforms is advantageous.
• Automation/scripting experience is advantageous.
  

What Success Looks Like

The successful candidate will become a trusted senior technical resource within the business who can:

• Take ownership of complex technical issues.
• Manage several competing priorities without becoming overwhelmed.
• Communicate clearly and proactively with clients.
• Make sound decisions about what to resolve, delegate or escalate.
• Lead technical projects through to completion.
• Support and develop other technical staff.
• Identify opportunities to improve how the business delivers technical services.

Work Setup

• 100% remote initially, with a transition to hybrid in Metro Manila
• Employment engagement
• HMO