Senior Technical Services Lead

Location: Onsite Surry Hills, NSW (Sydney)

Employment type: Full‑time, 38 hours per week

Salary: $120,000–$135,000 plus superannuation depending on skills and experience

ABOUT ORIGIN84

We’re Australia’s most focused Apple consulting and integration partner. We’re trusted by design studios, ad agencies, music labels, recruitment firms, and the most ambitious creative professionals who earn a living with their Macs.

We don’t just fix IT. We engineer momentum, boosting creative output and delivering Apple-native infrastructure that just works.

We are seeking a Senior Technical Service Lead to stabilise and improve service delivery by turning complex technical issues, client feedback, and recurring operational problems into clear, repeatable standards and practical solutions, maintaining strong client‑facing outcomes, and developing the two direct reports within the help desk team.

KEY DUTIES AND RESPONSIBILITIES

The successful candidate will primarily plan, organise, direct, control and coordinate ICT service delivery operations for Origin84, including:

Service design, standards and continuous improvement:

• Develop, document and continuously improve the technical standards, service offerings, processes and methodologies that enable consistent, scalable service delivery across the business.
• Convert technical solutions into repeatable service offerings and standards, identify recurring issues, root causes and improvement opportunities from support data and client feedback, and drive continual improvement initiatives.

Service governance and operational excellence:

• Own service delivery processes, documentation and operational controls.
• Maintain change management and governance processes.
• Ensure delivery readiness, quality assurance and successful service handovers.
• Improve operational efficiency and service quality through structured execution.

Technical leadership and escalation management (hands‑on):

• Provide senior technical leadership across the service function, leading major incident response and problem management.
• Conduct and oversee root cause analysis.
• Act as the primary escalation point for complex technical issues while remaining heavily hands‑on in resolving those issues.
• Maintain oversight of technical quality across service delivery.

Service delivery and client outcomes:

• Lead service reviews and technical client discussions.
• Support project planning and execution.
• Ensure service levels, client expectations and commercial outcomes are achieved.
• Drive client satisfaction and long‑term service value, and maintain effective use of service management and monitoring platforms.

People leadership and small‑team management:

• Build a high‑performing service team through clear leadership, capability development, and performance management of a small help desk team

Service capacity and workforce planning:

• Monitor team workload, utilisation and service demand.
• Support People, Performance and Culture (PPC) on workforce planning and resource requirements.
• Maintain capability and skills visibility across the team, identify capability gaps and future workforce needs, and support scalable growth through proactive resource planning.

Project management:

• Own projects through the entire lifecycle, acting as primary liaison between clients and internal technical delivery teams.
• Lead discovery sessions with clients to translate complex business needs into precise technical requirements.
• Establish project plans, work breakdown structures and critical path timelines.
• Plan and execute go‑live strategies to minimise disruption to live operations, hand over documentation and training to client teams, and conduct project retrospectives on financial performance, delivery velocity and client satisfaction.

SKILLS, QUALIFICATIONS AND EXPERIENCE

Essential:

• Degree in Business Information Systems, Computer Science or equivalent experience.
• Strong experience in Apple‑first environments and creative workflows.
• Solid knowledge of infrastructure, cybersecurity, cloud platforms and systems integration.
• Excellent documentation and process writing skills, with strong troubleshooting beyond basic tools.
• Systems thinking with a bias for action – able to build hands‑on technical solutions and organise service delivery.
• Experience scaling custom projects into standards and repeatable service offerings.
• Client‑facing technical communication and stakeholder management experience.

Desirable:

• Experience in Microsoft cloud and Windows administration.
• Prior experience in ICT service delivery management or small‑team leadership.

Culture and working conditions:

• Full‑time, onsite position: 38 hours per week, based at Origin84, Surry Hills NSW 2010.
• You will align with Origin84’s cultural drivers: Own Your Time, Earn It, Solve + Simplify, Resilient + Ready and Lockstep, reinforcing clear communication, high standards and collaborative problem‑solving in a small, technically strong team.

HOW TO APPLY

To apply, please submit:

• Your CV; and
• A brief cover letter outlining:

1. Your experience in ICT service delivery management, incident escalation, hands‑on technical problem‑solving, and leading small technical teams
2. Your rights to work in Australia
3. Confirm your acknowledgement that this is a full-time, onsite position based at our Surry Hills Office

Applications will be assessed as they are received, provided they contain the requested information above. Shortlisted candidates will be contacted to discuss the role and next steps.