Digital Support Manager

Service Stream; Melbourne; On-site; AUD 110,000 - 160,000; Full time

Job summary

Service Stream is seeking an experienced Digital Support Manager (Service Desk & EUC) to join the GBIS team in Melbourne. This hands-on leadership role combines people leadership with technical problem-solving to drive day-to-day operations across the Service Desk and End User Computing functions.

You will act as 2IC to the Head of Digital Support, coach teams, manage escalations, and contribute to service improvement initiatives while collaborating with stakeholders nationwide.

Qualifications

• 5+ years in Service Desk or IT operations.
• Leadership experience as 2IC or senior lead.
• Hands-on with modern workplace technologies and MS environments.
• Experience managing high-volume support, SLAs, escalations.
• Strong ITIL/ITSM knowledge and stakeholder engagement.

Responsibilities

• Act as 2IC to Head of Digital Support and oversee Service Desk and EUC.
• Lead queue management, prioritisation, rostering, and escalations.
• Provide hands-on troubleshooting for Microsoft 365, Intune, Azure AD, Windows endpoints.
• Coordinate major incidents and drive post-incident reviews.
• Champion ITIL processes across incident, change, asset, and knowledge management.
• Engage stakeholders and prepare clear communications.

Skills

People leadership

ITIL knowledge

Microsoft 365

Incident management

Stakeholder comms

Team coaching

Education

Information Technology degree

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Description Summary

At Service Stream, we're committed to keeping our people connected, supported, and productive through reliable and responsive technology services. We're looking for an experienced Digital Support Manager (Service Desk & EUC) to join our GBIS team and act as the second-in-command to our Head of Digital Support.This is a hands‑on leadership role, ideal for someone who enjoys balancing people leadership with technical problem‑solving. You'll lead day‑to‑day Service Desk and End User Computing operations, provide senior technical guidance, and help drive continuous improvement across our national support function.

About the Role

Location: Collins Street, Melbourne.Work type: Full time permanent.Working requirements: 5 days on site and must be an Australian or New Zealand Citizen.About the RoleAs the Digital Support Manager, you'll play a key role in ensuring the effective delivery of Service Desk and End User Computing services across the business. You'll oversee daily operations, manage team performance, coordinate escalations, support major incidents, and act as a senior technical escalation point for complex issues.This role requires a leader who can coach and mentor a team while remaining actively involved in troubleshooting, stakeholder engagement, service improvement initiatives, and operational decision‑making.

Leadership & Team Management

• Act as 2IC to the Head of Digital Support, supporting the day‑to‑day running of the Service Desk and EUC function.
• Lead daily operational activities including queue management, ticket prioritisation, workload balancing, rostering, shift coverage and escalations.
• Coach, mentor and develop team members to enhance technical capability and customer service outcomes.
• Support onboarding, training, knowledge‑sharing initiatives and performance management activities.

Technical Leadership

• Serve as the senior escalation point for complex support issues across end‑user technologies and workplace platforms.
• Provide hands‑on support and troubleshooting across: Microsoft 365, Microsoft Teams, Intune, Entra ID / Azure AD, Windows endpoints, Mobile devices, Remote access technologies, Printers and peripherals, Endpoint security solutions
• Support walk‑up, phone, and ticket‑based support during periods of high demand or major incidents.
• Drive root cause analysis and work collaboratively with infrastructure, applications, security and vendor teams to resolve recurring issues.

Incident & Service Management

• Ensure incidents and service requests are managed in line with agreed service levels.
• Coordinate major incidents, ensuring effective communication, ownership and timely resolution.
• Contribute to post‑incident reviews and service improvement initiatives.
• Participate in after‑hours escalation arrangements where required.

ITSM & Continuous Improvement

• Champion ITIL‑aligned practices across incident, request, problem, change, asset and knowledge management.
• Support Change Advisory Board (CAB) activities and operational readiness planning.
• Monitor and report on service performance metrics including SLAs, backlog, aged tickets, incident trends and customer experience.
• Identify and implement automation, process improvements and knowledge management enhancements.

Stakeholder Engagement

• Build strong relationships with business stakeholders and site contacts nationally.
• Prepare and deliver clear communications relating to incidents, outages, planned changes and service updates.
• Represent the Digital Support function in operational forums and business discussions.

What You’ll Bring

• Must be an Australian or New Zealand Citizen
• Must hold an Australian Drivers licence
• 5+ years' experience within Service Desk, End User Computing, Desktop Support or IT Service Operations environments.
• Demonstrated leadership experience, either managing teams or acting as a senior technical lead/2IC.
• Strong hands‑on experience supporting modern workplace technologies and Microsoft environments.
• Experience managing ticket queues, escalations, SLAs, shift coverage and high-volume support environments.
• Sound understanding of ITIL and IT Service Management practices.
• Strong communication skills with the ability to engage effectively with both technical and non‑technical stakeholders.
• Excellent problem‑solving abilities and a calm, solution‑focused approach under pressure.

Preferred Qualifications

• ITIL Foundation Certification (or willingness to obtain).
• Relevant tertiary qualification in Information Technology, Computer Science or a related discipline (desirable).
• Experience using ServiceNow, Jira Service Management, Freshservice or similar ITSM platforms.
• Microsoft Modern Workplace, Endpoint Management or Identity certifications highly regarded.
• Exposure to scripting, automation and reporting tools will be advantageous.