Digital Support Manager: Lead Service Desk & EUC

Connect Sydney; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Career development opportunities

Employee discounts

Paid leave options

Inclusive culture

Job summary

Service Stream is seeking an experienced Digital Support Manager (Service Desk & EUC) to act as the 2IC to the Head of Digital Support. This hands-on leadership role will balance people leadership with technical problem-solving and drive continuous improvement across our national support function.

Location: Melbourne CBD, full-time on-site. You will oversee daily operations, manage performance, coordinate escalations and serve as a senior technical escalation point for complex issues, including

Qualifications

• 5+ years in Service Desk/IT Operations environments.
• Demonstrated leadership, either managing teams or as a senior technical lead.
• Strong hands-on experience with modern workplace tech and Microsoft environments.
• Experience managing queues, escalations, SLAs and high-volume support.
• Solid ITIL knowledge and service management practices.
• Clear communication with technical and non-technical stakeholders.

Responsibilities

• Lead day-to-day Service Desk and EUC operations and escalations.
• Coach and mentor team members and manage performance.
• Coordinate major incidents and after-hours escalation where needed.
• Drive service improvement, root-cause analysis and automation opportunities.
• Engage stakeholders and represent the function in forums.

Skills

Leadership experience

Ticket queues management

ITIL knowledge

Stakeholder engagement

MS 365 / Teams / Intune

Escalation handling

Education

IT tertiary qualification

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Service Stream is seeking an experienced Digital Support Manager (Service Desk & EUC) to act as the 2IC to the Head of Digital Support. This hands-on leadership role will balance people leadership with technical problem-solving and drive continuous improvement across our national support function.

Location: Melbourne CBD, full-time on-site. You will oversee daily operations, manage performance, coordinate escalations and serve as a senior technical escalation point for complex issues, including