Digital Support Manager (Service Desk & EUC)

About the role

Service Stream is looking for an experienced Digital Support Manager (Service Desk and End User Computing) to join its GBIS team in Melbourne. Acting as second-in-command to the Head of Digital Support, this is a hands-on leadership role that balances people leadership with technical problem solving. It is full time and permanent, with five days on site each week.

Key responsibilities

• Lead day-to-day Service Desk and EUC operations, manage team performance, coordinate escalations, support major incidents and act as a senior technical escalation point.
• Manage queues, ticket prioritisation, workload balancing, rostering, shift coverage and escalations, and coach and mentor team members.
• Serve as escalation point for complex issues across Microsoft 365, Teams, Intune, Entra ID, Windows, mobile devices, remote access, printers and endpoint security, and support walk-up, phone and ticket-based support during peak times.
• Drive root cause analysis and work with infrastructure, applications, security and vendor teams on recurring issues.
• Keep incidents and service requests within agreed service levels, coordinate major incidents, contribute to post-incident reviews and take part in after-hours escalations.
• Champion ITIL-aligned practices across incident, request, problem, change, asset and knowledge management, support CAB activities and monitor SLAs, backlogs, aged tickets and incident trends.
• Identify automation and process improvements, and build relationships with business stakeholders and site contacts across Australia.

Required profile

• Australian or New Zealand citizen holding an Australian driver's licence.
• 5+ years of experience in Service Desk, End User Computing, Desktop Support or IT Service Operations.
• Demonstrated leadership experience, either managing teams or acting as a senior technical lead or second-in-command.
• Strong hands-on experience with modern workplace technologies and Microsoft environments, and experience managing ticket queues, escalations, SLAs and shift coverage.

Required skills

• Sound understanding of ITIL and IT service management.
• Preferred: ITIL Foundation certification, a tertiary qualification in IT or computer science, and experience with ServiceNow, Jira Service Management or Freshservice.
• Preferred: Microsoft Modern Workplace, Endpoint Management or Identity certifications, and exposure to scripting, automation and reporting tools.

Service Stream is an ASX-listed organisation and offers career development, retail and service discounts, paid leave options and a culture that values diversity and inclusion. Applications are made through the online application form; email applications are not accepted.