Senior MSP Engineer and Team Manager

Come join our dynamic and award-winning cloud technology consulting firm in Sydney Are you a natural leader who thrives in fast-paced, high-performance environments? If you know how to bring out the best in technical teams, balancing people leadership with sharp operational and project management skills, we want to hear from you. We're searching for a passionate Senior MSP Engineer and Team Manager to join our dynamic team. We have been operating for more than 10 years, with a strong industry presence. We are seeking a highly motivated and experienced MSP Team Manager to join our dynamic team. We are a technology-forward business, and knowledge of cloud-based IT systems (especially Google Workspace) is highly valued. Join our team of A-players—if you're one too, apply now Why You’ll Love Working With Us We don’t just offer a job—we offer a career with exceptional rewards, growth opportunities, and a people-first culture. Here's what you’ll get: December Bonus Performance Incentive Bonus Regular Annual Salary Increases as you grow with us Time Off That Matters Paid Leaves after regularization Paid National/Local Holidays Work & Life Experiences You’ll Remember Annual Team Conferences & Events – Travel, food and accommodations on us Investing in Your Growth Support to Help You Thrive Tech Allowance – Enhance your workstation setup with our support HMO Allowance – Your health is our priority Government-Mandated Benefits – SSS, PAGIBIG, PhilHealth Job Overview: At itGenius, we are driven by our vision to facilitate happy, healthy, productive teams fuelling important global purpose-work and our mission to help small business play a bigger game. As the Senior MSP Engineer and Team Manager, you will be a pivotal leader in bringing this vision to life, directly impacting our ability to be the Amazon Prime of IT – highly responsive, more convenient than Google (or AI), and delivering service like a product. You will lead a high-performing technical team, embodying our Be a high performing sports team ethos, ensuring world-class leadership and performance. Your expertise will be crucial in managing our Managed Service Provider (MSP) centered technical team, overseeing the Helpdesk, and ensuring the seamless delivery of bespoke IT projects for our diverse client base. Your day-to-day responsibilities will include: Directly manage the Helpdesk team, including the Helpdesk Manager, providing clear direction, performance feedback, and mentorship to frontline staff with varying levels of specialization. Conduct regular one-on-one meetings with team members to discuss performance, professional development, and address any challenges. Facilitate team meetings to review performance metrics, share best practices, and foster a collaborative environment. Identify training needs and coordinate relevant professional development opportunities for the team, focusing on areas like cybersecurity, networking, and new technologies. Participate in the recruitment and onboarding of new technical talent for the Helpdesk team. Service Delivery & Operations: Oversee the daily operations of the Helpdesk, ensuring timely and effective resolution of client issues and requests. Monitor key performance indicators (KPIs) for the Helpdesk team and implement strategies for continuous improvement. Act as an escalation point for complex technical issues and client complaints, ensuring swift and satisfactory resolutions. Develop and refine standard operating procedures (SOPs) for Helpdesk and project delivery, ensuring consistency and efficiency. Ensure adherence to ITIL best practices for incident, problem, and change management within the MSP framework. Project Management & Oversight: Lead the planning, execution, and closure of bespoke IT projects for MSP clients, working closely with the Helpdesk Manager and specialized engineers. Define project scopes, objectives, and deliverables in collaboration with clients and internal stakeholders. Allocate resources effectively across Helpdesk operations and project demands. Monitor project progress, identify potential risks, and implement mitigation strategies. Ensure comprehensive project documentation is maintained and shared appropriately. Strategic Alignment & Improvement: Collaborate with the Chief of Services to align Helpdesk and project strategies with overall company objectives and the 10-year goal. Research and recommend new technologies, tools, and processes to enhance service delivery and operational efficiency within an MSP context. Contribute to the development of our technology roadmap, ensuring the Helpdesk and project teams are equipped for future demands. Drive Technical Excellence & Complex Project Delivery: Lead and execute highly complex IT projects, including large-scale migrations (1,500+ users) between Google Workspace, Microsoft 365, and hybrid systems; sophisticated SSO implementations; multi-cloud deployments (AWS, Azure, GCP); and advanced enterprise security hardening (Essential 8, SMB1001, NIST). Serve as a Top-Tier Escalation Point: Act as the final escalation point for P1 incidents, resolve critical at-risk accounts, and engage directly with executive leadership (CEOs and directors) for high-stakes technical matters. Spearhead continuous improvement initiatives by leveraging AI tools, automation, and advanced best practice frameworks (ITIL, EOS) to enhance service delivery efficiency and scalability. Provide Expert Technical Oversight & Mentorship: Deliver administrator-level support and serve as a subject matter expert for core MSP toolsets (Datto RMM, EDR/MDR, ITGlue, Autotask), complex network technologies (Ubiquiti, Fortinet, Sophos, Mikrotik, etc.), and web/hosting platforms (WHM, cPanel, WordPress, DNS). You will also mentor and guide the technical team to an elite performance level, sharing deep technical expertise. Strategically Address Intricate Challenges Apply superior problem-solving skills to diagnose and resolve the most difficult and ambiguous technical issues, ensuring robust and scalable solutions. Skills: Proven track record leading technical teams in an MSP or IT services environment Strong people leadership, coaching, and mentoring skills Solid grasp of ITIL best practices and Helpdesk operations Excellent client communication and escalation handling skills Sharp problem-solving and decision-making ability Experience in improving processes and building scalable workflows Required Qualifications: Bachelor’s degree in IT or related field (or equivalent experience) 10+ years in IT service delivery/technical support, with 2+ years in a leadership role Strong technical knowledge in networking, cloud services (Google Workspace, Microsoft 365), and cybersecurity Skilled in modern IT support tools (ticketing systems, monitoring, remote support) Comfortable managing distributed or hybrid teams across time zones Nice to Have: MSP-specific experience with Google Workspace & Microsoft 365 ITIL or Project Management certifications (PMP, PRINCE2, Agile) Background in automation or AI-driven support tools Knowledge of cybersecurity frameworks (ISO 27001, NIST) Passion for building high-performing, collaborative teams Work Schedule 8-hour shift Morning shift Monday to Friday Observance of Philippine holiday You’ll thrive here if you’re interested in: The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.) Supporting small business growth (1–30 employees) Applying technology to improve productivity and collaboration Seniority level Mid-Senior level Employment type Full-time Job function Information Technology, Management, and Strategy/Planning Industries IT Services and IT Consulting #J-18808-Ljbffr