Lead L2/L3 Managed Services Engineers across cloud, cyber, data, workplace, AI, and networking services. Own engineering operations, ticket flow, problem management, client onboarding, service delivery, automation, reporting, and reliability improvements. Coach and develop staff, support recruitment and graduate programs, collaborate with service desk and technical leads, and manage client and stakeholder relationships. The role is hybrid, requiring onsite work in Melbourne two to three days weekly.
LAB3 is one of the largest Azure engineering practices in the Australasia region with a focus on Cloud & DevOps, Data, IoT & AI, Modern Workplace, Modern Apps & Integration, Security, and Network services.
We have an opportunity for an experienced IT Operations Manager to lead our Managed Services Engineers.
The Role
- Lead all Managed Services L2/L3 engineers across AI, Azure, Cyber Defence, Data, Modern Workplace and Networking.
- Own engineering operations, ticket flow, problem management and client onboarding.
- Coach and mentor staff, support certifications and career development, and contribute to recruitment, onboarding and the graduate programme.
- Build a fun, high-energy team and scale service delivery through automation and cross-skilling, working with CSMs, the Service Desk command centre and technical leads.
- Hybrid working with the expectation of being onsite at our Melbourne office 2-3 days per week.
The Ideal Candidate
- Proven leadership of multi-client managed services or comparable engineering operations; strong coaching, performance management and geographically dispersed team collaboration.
- Calm client and stakeholder communication, sound prioritisation and commercial awareness; able to resolve conflict and sustain an inclusive, high-energy team.
- Practical ITIL knowledge across incident, request, problem, change, knowledge and transition management; experience with ServiceNow or comparable ITSM tooling and operational reporting.
- Broad cloud, workplace, network, data and cyber-service understanding; experience with automation, shift-left practices, repeatable transitions and reliability improvement.
- Relevant ITIL, Microsoft or leadership certifications are highly regarded.
- Ideally, you have baseline security clearance or you are an Australian citizen and willing to obtain.
What’s in it for you?
- Shape a scalable Managed Services operating model, collaborate across specialist teams and develop your leadership skills.
- Be part of a team that leverages modern technologies to solve real problems and provides top levels of customer satisfaction.
- Work with a Microsoft Partner of the Year award winner with multiple specialisations.
- Enjoy a supportive workplace that promotes inclusion, flexibility, diversity, and celebrates differences.
- Build a supportive, inclusive culture that helps people fear less and achieve more. #FearLessAchieveMore
LAB3 Melbourne, Victoria, AUS Office
Melbourne, Australia
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