Senior Digital Support Lead - Service Desk & EUC

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

Benefits offered by this job

Growth opportunities across our/divers

Discounts on retail and services

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Service Desk

EUC

ITIL/ITSM

Communication

Education

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

Job description

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.