Service Desk Manager

Eagna Consulting; Melbourne; Remote; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Fully remote work

Growing team

Job summary

Eagna Consulting is seeking an experienced Service Desk Manager to lead a growing engineering team. The role is fully remote and oversees six engineers across ANZ and parts of Asia, blending hands-on technical work with people leadership.

You will guide escalation handling, vulnerability management, and technical direction while collaborating with executive stakeholders. The successful candidate will bring strong Microsoft 365/Azure experience, solid networking and security knowledge, and

Qualifications

• Experience leading a technical service or helpdesk team.
• Hands-on experience with Microsoft 365 and Azure.
• Solid networking and security knowledge.
• Experience working with EOS framework is highly regarded.

Responsibilities

• Lead, coach and develop a team of 6 engineers across ANZ and parts of Asia.
• Act as the primary escalation point for customers, engineers and vendors.
• Partner with the Delivery Manager to keep ticket volume on track.
• Steer vulnerability management across client environments.
• Represent the technical function in executive and vCIO meetings.
• Help set technical direction and standards for the team.

Skills

Team leadership

Coaching & development

Escalation management

Communication

Tools

Microsoft 365

Azure

EOS framework

Job description

An established MSP with more than 25 years in the market combines IT support, cybersecurity, compliance and cyber insurance into a single service. They’re looking for an experienced Service Desk Manager to lead their engineering team.

You’ll lead six engineers across ANZ and parts of Asia, and the team will grow. It’s a fully remote role that combines people leadership with hands-on technical work.

What you’ll do

• Lead, coach and develop a team of 6 engineers through 1:1s, team meetings and ongoing coaching, and help grow the team as the business expands


• Act as the primary escalation point for customers, engineers and vendors


• Partner with the Delivery Manager to keep ticket volume on track


• Steer vulnerability management across client environments


• Represent the technical function in executive and vCIO meetings


• Help set technical direction and standards for the team

Position requirements

• Proven experience managing or leading a technical service or helpdesk team


• Strong hands-on experience across the Microsoft stack, including Microsoft 365 and Azure


• Solid networking and security knowledge


• Confidence managing escalations with customers, engineers and vendors


• Excellent communication and organisational skills


• Experience working within the EOS framework is highly regarded

What’s on offer

• Fully remote work


• A growing team you’ll help shape


• A real say in technical direction and standards