Service Team Lead / Manager at Epic IT

City of Vincent, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

0.0

Posted On

23 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Mentoring, Technical Support, Client Advocacy, Process Excellence, Emotional Intelligence, Microsoft Stack, 3CX, PSA Tools, RMM Tools, Service Desk Operations, ISO27001 Compliance, ITIL Workflows, Problem Solving, Leadership, Workload Balancing

Industry

IT Services and IT Consulting

Description

We are seeking a Service Team Lead / Manager to head our Business-As-Usual (BAU) service operations. You will be the engine room of our service desk, ensuring our Level 1 engineers are supported, our clients are happy, and our operations run like clockwork. This isn't just a desk job—it’s a leadership role where you will mentor the next generation of engineers and step in as the "hero" when complex client situations need a calm, expert hand. Key Responsibilities * Team Management (BAU): Own the daily rhythm of the service desk. This includes rostering, workload balancing, and ensuring we meet our 15-minute response and 2-hour resolution targets. Mentoring & Development: Lead the growth of our Level 1 Service Desk team (including our offshore members). You’ll be responsible for their technical uplift and career progression. Escalation Point: Act as the primary point of escalation for challenging client situations. You’ll use your technical background and high emotional intelligence to diffuse situations and find "permanent" solutions. Process Excellence: Uphold our operational standards, including our ISO27001 compliance (Clear Desk/Clear Screen policies) and ITIL-aligned workflows. Client Advocacy: Ensure our 98% client retention rate remains high by identifying service trends and proactively addressing potential pain points. About You * Experienced: You have a solid background in MSP environments and understand the fast-paced nature of service desk operations. Technically Grounded: You are comfortable with the Microsoft Stack (M365, Azure), 3CX, and modern PSA/RMM tools. You’ve "been there, done that" at Level 1 and 2. A Natural Leader: You enjoy coaching others more than just fixing the ticket yourself. You know how to build a roster that works and a culture that wins. Cool Under Pressure: When a client is frustrated, you are the calmest person in the room. Why Join Epic IT? * Join a CRN Fast50 award-winning team (2018, 2024 & 2025). Work with a team of 30+ specialists across AI, Cyber, and Cloud. A culture of "Permanence"—we do things right the first time. A clear career path into Service Delivery Management or Technical Architecture.

Responsibilities

The Service Team Lead / Manager will oversee daily operations of the service desk, ensuring response and resolution targets are met. They will also mentor Level 1 engineers and act as an escalation point for complex client situations.