Technical Practice Lead (MSP) Microsoft & AI Platforms

Ready to set the technical standard and make sure work is done right the first time every time

Were looking for a Technical Practice Lead to act as the technical authority and steward of engineering quality across our BAU operations for managed services including the adoption of automation and AI capabilities in our technical processes.

If you have deep Microsoft technical expertise and a track record of setting and governing standards and translating that into real-world operational improvements - without owning ticket queues - this role is for you!

About the Role

Youll define and uphold the technical standards that ensure our managed services are delivered consistently sustainably and with confidence.

You will also shape how we adopt automation and AI within our support processes in a practical outcome-drive way.

This is a senior role focused on technical judgement and longterm quality not daytoday operational response.

Your impact will be seen in scalable service quality reduced reactivity increased automation and AI adoption and predictable outcomes for our customers.

What Youll Be Doing

Technical Authority & Standards

• Define maintain and enforce technical standards across BAU operations
• Approve or reject nonstandard technical approaches and exceptions
• Act as the final authority on architectural and platformlevel decisions in BAU contexts
• Ensure consistent technical decisionmaking across L2 and L3 engineers
• Assess and report on adherence to agreed standards
• Prioritise and oversee initiatives to reduce customer technical debts

Reduction of Repeat & Systemic Incidents

• Identify recurring failure patterns and systemic technical issues
• Drive highquality root cause analysis for major and systemic incidents
• Ensure corrective actions are durable and embedded not just documented
• Actively measure and reduce repeat incidents over time

Escalation Quality & Decision Depth

• Improve the quality and clarity of escalations reaching senior engineers
• Coach L2 teams on diagnostic rigour and decisionmaking within standards
• Act as a technical backstop for complex judgement not a default escalation point

Capability Uplift & Technical Maturity

• Uplift L2 and L3 capability through guidance patterns and structured review
• Ensure incident learnings translate into better runbooks standards and automation opportunities
• Provide leadership with systemic insights rather than ticketlevel noise

AI & Automation Enablement

• Identify and prioritise opportunities to reduce manual effort through AI and automation
• Embed AI capability into standards runbooks and engineering practices

Pre-sales and Solution Design Contribution

• Define standard solution patterns used in proposals and RFP responses
• Review and approve technical designs to ensure they are deliverable and aligned with standards
• Contribute to high-value opportunities by shaping architecture security and AI/Copilot positioning
  

About You

Youll have proven experience defining and embedding technical standards across Microsoftbased environments.

Youve demonstrated sound technical judgement across platforms such as Microsoft 365 Azure identity security and core infrastructure and youve used that experience to drive consistency through standards reduce rework and improve longterm stability.

Youre comfortable influencing how decisions are made and how problems are solved ensuring those decisions are applied consistently in delivery without needing to own daytoday operational flow.

Professionally you will have:

• Ten years of experience working as a senior engineer/architect/technical manager preferably at an MSP

Technically you will have extensive experience and consider yourself an expert in the design implementation and management of technologies including:

Mandatory Skills/Experience

• Microsoft 365 including Exchange Online Teams SharePoint
• Entra ID
• Microsoft 365 security (Defender for Endpoints Cloud DLP CA policies)
• Microsoft Azure
• Microsoft Intune including Autopilot
• Networking (switching WiFi and Firewalls from Sophos Dell Cisco or Ubiquiti)

Desirable Skills/Experience

• Experience with Copilot AI tooling or automation within Microsoft environments
• Copilot Studio / Copilot Agents
• Azure Virtual Desktop (AVD)
• Cyber security tools and frameworks
• Windows Server
• Server hardware storage and virtualisation (eg Dell VMWare HyperV etc)

About VISITS

Were a national Managed IT and Cyber Security Services Provider with our head office on St Kilda Road Melbourne. Our clients are mid-sized to small organisations including listed companies professional services firms and NFPs who want more than just IT support.

They stay with us because we deliver exceptional business outcomes and standout customer experiences. And were growing fast!

Perks and benefits

We value our people and offer competitive salaries strong employee benefits and genuine opportunities for career growth. Every team member receives a personalised training and professional development plan to support ongoing progression.

Our Melbourne head office on St Kilda Road is a great place to work with breakfast snacks and light lunches provided a caféquality coffee machine and easy access to public transport. We also enjoy a strong team culture with regular social events including Friday night drinks.

Youll be based in our Melbourne office with flexibility to work from home.

Additional benefits include:

• Novated leasing including FBTfree electric vehicle options (where eligible)
• IT equipment and home NBN at cost
• Access to company cars
• Optional involvement in fundraising initiatives

Employment Specifics

This is a full-time permanent role.

You must have a full drivers licence must be an Australian Citizen (or have ongoing work rights in Australia) and your employment is subject to completing a Criminal History Clearance Check.

Remuneration will be negotiated based on your experience and qualifications.

Bring your judgement. Set the standard. Apply now.

Direct applications only - we are not engaging recruitment agencies for this role.

Please note that we will only be contacting applicants that have been shortlisted.