Senior MSP Technical Support Lead IT

About This Role

Leading the day-to-day delivery of Managed Service Provider (MSP) services across various customer environments is the core of this role, encompassing desktop, server, network, Microsoft 365, and retail technology. The ideal candidate will be accountable for support operations, ensuring high ticket quality, adherence to SLAs, effective escalation, and clear customer communication from initial contact to resolution or handover.

Responsibilities

• Lead the MSP division day-to-day, maintaining queue visibility, ticket triage, customer updates, SLA control, and escalation discipline
• Provide Tier 1 and Tier 2 technical MSP support across Microsoft 365, desktop, server, network, endpoint, infrastructure, and retail technology environments (including POS, Linkly, and EFTPOS)
• Configure, monitor, maintain, troubleshoot, stage, and remotely install customer IT equipment and environments
• Coordinate support projects, staging, onsite technical work, implementation tasks, quality checks, and delivery handovers
• Document customer environments, users, systems, configuration details, playbooks, knowledge base content, and BAU handover requirements
• Maintain PSA system accuracy for tickets, priorities, statuses, time entries, customer notes, and project activity as the single source of truth
• Build internal and customer-facing reports on SLA performance, ticket volume, backlog, recurring issues, capacity, and proactive recommendations

Requirements

• Clear verbal and written English communication skills with the ability to explain technical details professionally to customers and internal teams
• Strong customer service experience with demonstrated ownership, follow-up, and professional communication skills
• Proven IT helpdesk or MSP support experience in a customer-facing environment
• High proficiency with Microsoft applications, server administration, networking, and infrastructure support
• Demonstrated experience with system maintenance, troubleshooting across general IT operations, and driving fault finding to root cause independently

Benefits

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Important Details

• Schedule: Monday - Friday, 6:00 AM - 3:00 PM PH Time, with 1 hour unpaid break (40 work hours per week)

Application Process

• Complete your application, including the assessment questions, technical check, and voice recording
• Submissions with all requirements fulfilled will receive priority review