Digital Support Lead – Service Desk & EUC (Onsite Melbourne)

servicestream; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

Service Stream seeks an experienced Digital Support Manager (Service Desk & EUC) in Melbourne to lead day-to-day operations, mentor a technical team, and act as a senior escalation point. This hands-on leadership role balances people management with problem solving across end-user computing and service desk functions.

You will drive ITIL-aligned practices, coordinate major incidents, and partner with stakeholders nationally while ensuring high service performance and continuous improvement.

Qualifications

• 5+ years in Service Desk or IT Service Operations.
• Demonstrated leadership or 2IC experience.
• Hands-on with Microsoft 365 environments.
• Strong ITIL and service management knowledge.

Responsibilities

• Lead day-to-day Service Desk and EUC operations.
• Coach and mentor the team; manage escalations.
• Coordinate major incidents and post-incident reviews.
• Drive continuous improvement and automation opportunities.

Skills

Leadership

ITIL

Microsoft 365

Stakeholder engagement

Incident management

Team coaching

Problem-solving

Education

ITIL Foundation Certification

Information Technology degree

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Service Stream seeks an experienced Digital Support Manager (Service Desk & EUC) in Melbourne to lead day-to-day operations, mentor a technical team, and act as a senior escalation point. This hands-on leadership role balances people management with problem solving across end-user computing and service desk functions.

You will drive ITIL-aligned practices, coordinate major incidents, and partner with stakeholders nationally while ensuring high service performance and continuous improvement.