Digital Support Manager

Service Stream Limited; Melbourne; Vor Ort; AUD 110.000 - 160.000; Vollzeit

Benefits dieser Stelle

Growth opportunities across our/divers

Discounts on retail and services

Zusammenfassung

Service Stream Limited in Melbourne is seeking an experienced Digital Support Manager (Service Desk & EUC) to serve as the second-in-command to the Head of Digital Support, balancing people leadership with hands-on 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.

Qualifikationen

• 5+ years' experience in Service Desk, EUC or IT service operations.
• Demonstrated leadership experience, managing teams or acting as senior technical lead.
• Hands-on with modern workplace technologies and Microsoft environments.
• Experience managing ticket queues, escalations, SLAs and high-volume support.
• Solid knowledge of ITIL and ITSM practices.
• Excellent communication with technical and non-technical stakeholders.

Aufgaben

• Act as 2IC to Head of Digital Support and oversee Service Desk/EUC operations.
• Lead queue management, ticket prioritisation, workload balancing, rostering, and escalations.
• Coach and develop team members and manage onboarding and training.
• Serve as senior escalation point for complex issues across end-user technologies.
• Provide hands-on troubleshooting for Microsoft 365, Teams, Intune, Azure AD and endpoints.
• Coordinate major incidents and conduct post-incident reviews.
• Engage with stakeholders and communicate incidents and changes.

Kenntnisse

Leadership

Service Desk

EUC

ITIL/ITSM

Communication

Ausbildung

Bachelor's degree in IT or related

Tools

Microsoft 365

Microsoft Teams

Intune

Entra ID/Azure AD

Windows endpoints

Mobile devices

Remote access technologies

Printers & peripherals

Endpoint security

ServiceNow

Jira Service Management

Freshservice

Jobbeschreibung

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.

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 Role

As 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.

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.

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.

About Us

Service Stream is an equal opportunity ASX-listed organisation that develops and operates Australia’s essential service networks across telecommunications, utilities, transport, defence and social infrastructure. Our work supports and connects communities across the nation.

Benefits of working with us

• Growth – Career development and internal mobility opportunities across our diverse business.
• Discounts – Access to hundreds of retail and service discounts including Woolworths, JB Hi-Fi, Airbnb and Bupa.
• Paid leave – Parental, cultural, community service, study, corporate volunteering and purchased leave options.
• Culture – A workplace that values diversity, inclusion and celebrates excellence.