Job Description

Meet: Virtual IT Group (VITG)

• Founded: 2002
• Location: VITG has offices across Australia and New Zealand.
• This role is based in their close‑knit North Geelong pod!
• Work Style: Hybrid | 4 days onsite
• Speciality: IT Services, Cloud Computing, and Managed Services
  

The Story

Virtual IT Group (VITG) is a 100% Australian-owned MSP/MSSP, founded in 2002, with offices across Australia and New Zealand. They help organisations turn technology into a competitive advantage — delivering managed services, cloud solutions and security to a diverse portfolio of SMEs and national brands.

This opportunity sits within their close-knit North Geelong pod at Federal Mills — a fast-paced, high-performing service desk supporting multi-state clients.

At its core, this role is about leading a busy MSP service desk team, driving performance, maintaining service quality, and ensuring customers receive exceptional outcomes in a high-volume, ticket-driven environment.

The Role

As Support Team Lead, you will oversee a pod of Level 1–Level 3 engineers, ensuring service excellence, team performance, and strong client advocacy.

This is a leadership-focused role — centred on people, performance, service delivery and operational oversight.

Key responsibilities include:

• Leading and developing a team of support engineers (1:1s, KPIs, coaching and mentoring)
• Managing ticket triage, workload allocation and SLA adherence
• Overseeing Incident, Problem and Change Management processes
• Reviewing ticket quality, timesheets and service reporting
• Acting as escalation support for high-priority P1/P2 incidents
• Driving customer satisfaction and maintaining strong stakeholder relationships
• Managing resource allocation and supporting operational efficiencies
• Contributing to continuous improvement across ITSM processes and tooling (ConnectWise currently; potential ServiceNow transition in future)
• Fostering a strong, inclusive, high-performing team culture

You will operate in a fast-paced MSP model, balancing competing priorities while ensuring service standards and team morale remain high.

What's In It For You?

This is an excellent opportunity for an experienced Support Team Lead or Senior Service Desk professional ready to step into a visible leadership role within a growing national MSP.

Why apply?

• Join a respected, Australian-owned organisation with strong growth plans
• Lead a high-performing, close-knit Geelong team with genuine camaraderie
• Be part of a business evolving toward greater automation, security and AI integration
• Clear career pathways
• Hybrid flexibility in a collaborative and inclusive environment
• Influence service delivery standards during a period of scale and transformation
  
  

This role will ideally suit someone who:

• Has 2+ years’ experience in team leadership within an MSP or fast-paced IT operations environment
• Thrives in high-volume service delivery rather than pure project environments
• Understands ITIL and service management frameworks
• Is confident managing performance, driving accountability and building strong team culture
• Enjoys sprinting in an MSP paced environment 

If you’re a people-first leader who understands MSP dynamics, enjoys operational ownership, and wants to grow your career within a scaling technology business — I'd love to hear from you!