About the Role
We are hiring on behalf of an established Australian Managed Service Provider (MSP) for an experienced Technical IT Lead to lead and coordinate its technical operations in Karachi.
The role will oversee Service Delivery, Network Operations Centre (NOC), and Systems Engineering functions.
This is a hands-on technical leadership position, not a purely managerial role. The successful candidate should be able to lead technical teams while also supporting complex L2/L3 escalations, major incidents, infrastructure issues and technical decision-making.
The ideal candidate will have strong MSP experience and be comfortable supporting multiple customers, technologies and infrastructure environments simultaneously.
Key ResponsibilitiesTechnical &amp; Cross-Functional Leadership
<ul>
<li>Lead and coordinate Service Delivery, NOC and Systems Engineering teams.</li>
<li>Set priorities, expectations and technical standards.</li>
<li>Coordinate effectively between Service Desk, NOC, Systems Engineering, Projects and other departments.</li>
<li>Conduct technical reviews, team meetings and one-on-one discussions.</li>
<li>Coach and mentor engineers.</li>
<li>Identify technical skills gaps and recommend training.</li>
<li>Build a culture of ownership, accountability and continuous improvement.</li>
</ul>
KPI &amp; SLA Management
<ul>
<li>Monitor monthly technical team and individual KPIs.</li>
<li>Monitor SLA compliance across customer tickets.</li>
<li>Review response and resolution times.</li>
<li>Monitor ticket backlog, ageing tickets, reopened tickets and unresolved escalations.</li>
<li>Track engineer productivity and utilisation.</li>
<li>Monitor customer satisfaction and service quality.</li>
<li>Review NOC response performance.</li>
<li>Identify underperformance and implement corrective actions.</li>
<li>Prepare operational and KPI reports for management.</li>
</ul>
Technical Escalations &amp; Problem Solving
<ul>
<li>Support engineers with complex L2/L3 technical issues.</li>
<li>Take ownership of major technical escalations and incidents.</li>
<li>Troubleshoot infrastructure, network, server, cloud and security problems.</li>
<li>Provide technical guidance and second opinions to engineers.</li>
<li>Coordinate technical teams during major incidents and outages.</li>
<li>Conduct root-cause analysis.</li>
<li>Identify recurring problems and implement permanent solutions.</li>
<li>Coordinate vendor/third-party escalations where required.</li>
</ul>
Service Delivery
<ul>
<li>Maintain high standards of customer service.</li>
<li>Ensure timely and professional customer communication.</li>
<li>Manage critical customer escalations.</li>
<li>Review technical service complaints.</li>
<li>Ensure engineers understand customer priorities, SLAs and business impact.</li>
<li>Identify recurring customer issues and recommend improvements.</li>
</ul>
NOC Operations
<ul>
<li>Oversee NOC monitoring and operational activities.</li>
<li>Ensure alerts are investigated and responded to within agreed timeframes.</li>
<li>Monitor network, server, backup, cloud, security and infrastructure alerts.</li>
<li>Ensure P1/P2 incidents receive immediate ownership and escalation.</li>
<li>Review recurring alerts and reduce unnecessary alert noise.</li>
<li>Ensure effective shift handovers.</li>
</ul>
Systems Engineering
<ul>
<li>Provide technical leadership to Systems Engineers.</li>
<li>Review complex infrastructure implementations and changes.</li>
<li>Assist with server, cloud, networking, security and backup escalations.</li>
<li>Ensure change-management and documentation processes are followed.</li>
<li>Review project implementations when required.</li>
<li>Ensure appropriate testing and rollback plans are in place.</li>
<li>Improve standardisation across customer environments.</li>
</ul>
Required Experience
<ul>
<li>7–10+ years of technical IT experience.</li>
<li>Strong previous experience in a Managed Service Provider (MSP) environment.</li>
<li>3–5+ years in a Technical Lead, IT Lead, Infrastructure Lead, Cross-Functional Lead or similar leadership role.</li>
<li>Experience managing or coordinating cross-functional technical teams.</li>
<li>Strong hands-on infrastructure and systems engineering experience.</li>
<li>Experience handling technical escalations and major incidents.</li>
<li>Experience working against SLAs and monthly KPIs.</li>
<li>Experience mentoring and developing technical engineers.</li>
<li>Experience supporting multiple customers and infrastructure environments.</li>
<li>Strong written and verbal English communication.</li>
</ul>
Technical Skills
Experience with several of the following technologies is required:
Microsoft &amp; Cloud
<ul>
<li>Microsoft 365</li>
<li>Microsoft Azure</li>
<li>Entra ID / Azure Active Directory</li>
<li>Windows Server</li>
<li>Active Directory</li>
<li>Group Policy</li>
<li>Exchange Online</li>
<li>SharePoint</li>
<li>Microsoft Teams</li>
<li>Intune</li>
<li>DNS/DHCP</li>
</ul>
Infrastructure &amp; Virtualisation
<ul>
<li>VMware</li>
<li>Hyper-V</li>
<li>Physical and virtual servers</li>
<li>Shared storage</li>
<li>Data centre environments</li>
<li>Server migrations</li>
<li>Infrastructure monitoring</li>
</ul>
Networking &amp; Security
<ul>
<li>Firewalls</li>
<li>Routing &amp; Switching</li>
<li>VLANs</li>
<li>VPNs</li>
<li>DNS/DHCP</li>
<li>Wireless networks</li>
<li>Network troubleshooting</li>
<li>Sophos</li>
<li>Ubiquiti</li>
<li>Netgear</li>
</ul>
Backup &amp; Disaster Recovery
<ul>
<li>Veeam Backup &amp; Replication</li>
<li>Backup monitoring</li>
<li>Disaster recovery</li>
<li>Business continuity</li>
<li>Restore testing</li>
<li>Cloud/off-site backup solutions</li>
</ul>
MSP Tools &amp; Operations
<ul>
<li>RMM platforms</li>
<li>PSA / ticketing systems</li>
<li>ConnectWise</li>
<li>Autotask</li>
<li>Kaseya</li>
<li>Datto</li>
<li>NinjaOne or similar</li>
<li>SLA management</li>
<li>ITIL / ITSM</li>
<li>Ticket escalation workflows</li>
</ul>
Key Competencies
<ul>
<li>Technical Leadership</li>
<li>Ownership &amp; Accountability</li>
<li>Advanced Troubleshooting</li>
<li>Problem Solving</li>
<li>SLA &amp; KPI Management</li>
<li>Major Incident Management</li>
<li>Service Delivery</li>
<li>Customer Communication</li>
<li>Root Cause Analysis</li>
<li>Team Mentoring</li>
<li>Decision Making</li>
<li>Continuous Improvement</li>
</ul>
What Success Looks Like
The successful candidate will help establish a technical operation where:
<ul>
<li>Technical issues have clear ownership.</li>
<li>Tickets and escalations are actively managed.</li>
<li>Customer communication is timely and professional.</li>
<li>SLA and KPI targets are consistently monitored.</li>
<li>Major incidents are managed effectively.</li>
<li>NOC alerts receive appropriate investigation.</li>
<li>Engineers receive strong technical guidance.</li>
<li>Recurring issues are addressed through root-cause analysis.</li>
<li>Technical documentation and processes are maintained.</li>
<li>Management has clear visibility of technical performance and risks.</li>
</ul>
Benefits
<ul>
<li>Transportation Allowance</li>
<li>Special Circumstances Allowance</li>
<li>Daily Company-Provided Lunch</li>
<li>Provident Fund</li>
<li>Punctuality Bonus</li>
<li>Annual Casual/Sick Leaves</li>
<li>OPD Medical Coverage including Parents, Spouse &amp; Children</li>
<li>IPD Medical Coverage including Spouse &amp; Children</li>
<li>Birthday Celebration Allowance</li>
<li>Gym Reimbursement</li>
<li>Certification Reimbursement</li>
<li>Annual Performance Bonus</li>
<li>Annual Increment</li>
<li>Annual Dinner and Team-Building Activities</li>
</ul>
Holidays &amp; Religious Occasions
The company follows NSW public holidays.
For Pakistani religious occasions, employees may either work remotely where applicable or avail their annual leave.
Pay: Rs500,000.00 - Rs800,000.00 per month
Work Location: In person

Technical IT Lead – MSP

Technical IT Lead – MSP

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