Technical Service Desk Manager - M365, Azure | AU | WFH

Set-up and Location: WFH/Onsite

Work Schedule: 9:00AM to 6:00PM (AU Eastern Time: NSW/VIC/ACT/TAS) | 6:00AM to 3:00PM (PH)

Employment Type: Full-time

Ready to do work that actually excites you?

What You'll Do:

Technical Service Desk Manager - Roles & Responsibilities

Role Overview

The Technical Service Desk Manager is responsible for leading and managing the servicedesk and technical support function within a managed services environment.

Combines strong technical capability with people leadership, service management, customer governance, and operational ownership.

Accountable for ensuring customers receive a consistent, responsive, and high-quality support experience, while maintaining operational stability, SLA performance, technical standards, and continuous improvement across customer environments.

Provides leadership to Level 1, Level 2, and technical support resources, ensuring effective allocation of work, appropriate escalation, technical quality, performance management, and professional development.

Expected to remain technically capable and actively involved in complex escalations, major incidents, technical reviews, and customer issues, while ensuring the team, not individuals, is accountable for service outcomes.

Key Responsibilities

• Service Desk Leadership & Operational Management
  
• Own the day-to-day operation and performance of the technical service desk.
  
• Lead and coordinate Level 1, Level 2, and technical support resources.
  
• Ensure tickets, incidents, requests, and escalations are appropriately prioritised and allocated.
  
• Monitor workload, queues, aged tickets, and resource capacity.
  
• Ensure appropriate coverage across business hours, after-hours, and critical support requirements.
  
• Establish clear ownership and accountability for incidents and customer requests.
  
• Ensure tickets are progressed proactively and do not remain unattended or unnecessarily delayed.
  
• Review operational processes and identify opportunities to improve service efficiency.
  
• Ensure the service desk operates consistently across multiple customer environments.
  
• Act as the escalation point for complex technical, customer, and operational issues.
  
• People Leadership & Team Management
  
• Lead, coach, and develop service desk and technical support engineers.
  
• Set clear performance expectations, objectives, and individual KRAs.
  
• Conduct regular 1:1s, performance reviews, and development discussions.
  
• Monitor individual and team performance against SLA, utilisation, ticket quality, customer service, and operational KPIs.
  
• Identify skills gaps and develop appropriate training and certification plans.
  
• Provide technical mentoring and guidance to engineers.
  
• Manage performance issues through structured coaching, feedback, and performance management processes.
  
• Recognise high performance and create opportunities for team members to grow.
  
• Build a culture of ownership, accountability, collaboration, and customer focus.
  
• Ensure engineers understand that they represent the organisation directly when interacting with customers.
  
• Develop technical capability and succession planning within the service desk team.
  

Technical Leadership & Escalation

• Provide technical leadership for complex L2/L3 incidents and escalations.
  
• Remain hands-on when required to troubleshoot critical or complex technical issues.
  
• Review technical escalations and ensure appropriate ownership through to resolution.
  
• Provide guidance across Microsoft 365, Intune, Entra ID, Azure, Windows Server, networking, virtualisation, backup, and security technologies.
  
• Ensure technical solutions are appropriately designed, documented, and implemented.
  
• Review recurring technical issues and identify underlying causes.
  
• Ensure appropriate escalation to Technical Team Leads, infrastructure, security, vendors, or project teams.
  
• Support engineers during P1/P2 incidents and major customer-impacting events.
  
• Ensure technical standards and support procedures are consistently followed.
  
• Microsoft 365, Intune & Identity
  
• Provide technical oversight of Microsoft 365 environments.
  
• Oversee support for Exchange Online, including mail flow, delivery, permissions, and security filtering.
  
• Provide technical leadership for Microsoft Intune device enrolment, compliance, configuration, and policy management.
  
• Oversee Microsoft Entra ID identity and access management.
  
• Ensure appropriate escalation and resolution of authentication, access, and endpoint management issues.
  
• Support the team in maintaining secure and compliant Microsoft cloud environments.
  
• Identify opportunities to improve Microsoft 365 and endpoint management standards across customers.
  
• Infrastructure, Server & Cloud Operations
  
• Provide technical oversight of Windows Server environments across on-premises and Azure infrastructure.
  
• Provide guidance on Active Directory, Group Policy, DNS, DHCP, and RDS/Terminal Services.
  
• Oversee Azure and hybrid cloud infrastructure support.
  
• Ensure infrastructure incidents are investigated and resolved within agreed SLAs.
  
• Review infrastructure health, performance, and capacity issues.
  
• Work with technical teams to identify and remediate recurring infrastructure problems.
  
• Ensure infrastructure changes are appropriately assessed, documented, and communicated.
  

Virtualisation & Infrastructure Management

• Provide technical oversight of VMware and Hyper-V environments.
  
• Review virtual infrastructure performance, capacity, and availability.
  
• Ensure proactive identification of infrastructure risks.
  
• Support technical teams with complex virtualisation and infrastructure incidents.
  
• Ensure infrastructure maintenance activities are planned and appropriately communicated.
  

Security Operations & Cybersecurity

• Provide operational oversight of SOC/SIEM alerts and security-related escalations.
  
• Ensure security alerts are appropriately triaged, investigated, and escalated.
  
• Work with SOC and security teams on incident investigation and remediation.
  
• Review recurring security events and identify opportunities for improved controls.
  
• Support endpoint, identity, and Microsoft security investigations.
  
• Ensure security-related incidents are handled according to organisational and customer procedures.
  
• Maintain awareness of cybersecurity risks affecting managed service customers.
  
• Ensure appropriate escalation of security incidents to management and specialist security teams.
  

Backup, Patch & Operational Health

• Own service desk oversight of backup monitoring and operational health checks.
  
• Ensure backup failures are identified, investigated, and escalated.
  
• Ensure restoration testing and disaster recovery activities are appropriately scheduled and tracked.
  
• Monitor patch compliance across servers, endpoints, and applications.
  
• Ensure non-compliant systems are identified and remediation is assigned.
  
• Review recurring patching and maintenance issues.
  
• Ensure operational maintenance activities are completed within agreed timeframes.
  
• Escalate material risks to customers and management where required.
  

Incident & Major Incident Management

• Own the service desk response to major and high-priority incidents.
  
• Act as the operational escalation point during P1/P2 incidents.
  
• Ensure appropriate resources are assigned during major incidents.
  
• Coordinate internal technical teams, vendors, and customers during critical incidents.
  
• Ensure customers receive timely and accurate communications.
  
• Maintain clear ownership throughout the incident lifecycle.
  
• Ensure incidents are properly documented and closed only when appropriate.
  
• Lead or coordinate post-incident reviews where required.
  
• Identify recurring incidents and initiate problem management activities.
  
• Ensure lessons learned are incorporated into processes and knowledge bases.
  

SLA, KPI & Service Performance

• Own service desk performance against agreed SLA and KPI targets.
  
• Monitor response and resolution performance.
  
• Review ticket ageing, backlog, SLA breaches, reopen rates, and escalation trends.
  
• Analyse customer complaints and recurring service issues.
  
• Identify trends and implement corrective actions.
  
• Produce and review service performance reports.
  
• Ensure underperformance is addressed promptly.
  
• Establish measurable team and individual performance expectations.
  
• Use operational data to improve service delivery and resource planning.
  

Customer Governance & Stakeholder Management

• Act as a senior operational contact for key customers and service-related escalations.
  
• Build strong relationships with customer IT teams, business stakeholders, and decision-makers.
  
• Participate in service reviews, customer meetings, and operational governance sessions.
  
• Explain technical issues and service performance clearly to both technical and non-technical stakeholders.
  
• Manage customer expectations during incidents, projects, and service changes.
  
• Identify customer concerns and ensure appropriate actions are tracked to completion.
  
• Support customer onboarding, transition, and service improvement activities.
  
• Identify opportunities to improve customer experience and service value.
  
• Ensure customer commitments are communicated internally and delivered.
  

Vendor & Third-Party Management

• Coordinate with technology vendors and third-party service providers.
  
• Manage technical escalations with vendors where required.
  
• Ensure vendor tickets are actively monitored and progressed.
  
• Challenge vendor delays and ensure appropriate escalation.
  
• Coordinate vendor activities during major incidents and service changes.
  
• Maintain awareness of vendor support processes, contracts, and escalation paths.
  

Service Improvement & Automation

• Drive continuous improvement across service desk processes and technical operations.
  
• Identify opportunities to reduce recurring incidents and manual workload.
  
• Promote automation using PowerShell and available management platforms.
  
• Identify opportunities to improve monitoring, alerting, and proactive remediation.
  
• Review recurring ticket categories and develop preventative solutions.
  
• Improve knowledge management and technical documentation.
  
• Establish and maintain standard operating procedures.
  
• Work with technical teams to improve service consistency across customers.
  
• Promote a proactive rather than reactive service delivery culture.
  

Technical Documentation & Knowledge Management

• Ensure technical documentation is accurate, current, and accessible.
  
• Ensure knowledge base articles are created for recurring incidents and common technical issues.
  
• Establish documentation standards across the service desk.
  
• Ensure customer-specific documentation is maintained appropriately.
  
• Review technical procedures and update them following major changes or incidents.
  
• Encourage engineers to contribute to knowledge sharing.
  

Customer Onboarding & Transition

• Provide technical leadership during new customer onboarding and service transitions.
  
• Review customer technical information, documentation, and support requirements.
  
• Ensure service desk teams have appropriate access, documentation, and knowledge before go-live.
  
• Identify technical risks and gaps during onboarding.
  
• Coordinate with project, infrastructure, security, and account management teams.
  
• Ensure handover from project/implementation teams into managed services is complete and documented.
  
• Establish appropriate support procedures and escalation paths for new customers.
  

Capacity, Resource & Workforce Planning

• Monitor service desk workload and resource utilisation.
  
• Forecast resource requirements based on customer growth and ticket volumes.
  
• Allocate technical resources according to priority, capability, and customer requirements.
  
• Identify capacity constraints and recommend additional resources where required.
  
• Support recruitment and technical assessment of service desk personnel.
  
• Participate in workforce planning and roster management.
  
• Ensure appropriate technical coverage for critical customers and services.
  

Technical Capabilities

• The Technical Service Desk Manager is expected to maintain strong technical capability and be able to understand, troubleshoot, and provide leadership across:
  
• End-User Computing: Windows desktop environments, hardware and software troubleshooting, endpoint configuration and management, user onboarding and offboarding, remote support technologies.
  
• Microsoft 365 & Identity: Microsoft 365 administration, Exchange Online, mail flow and email security, Microsoft Intune, Microsoft Entra ID, Conditional Access, endpoint compliance and policies, Microsoft security technologies.
  
• Server & Infrastructure: Windows Server, Active Directory, Group Policy, DNS, DHCP, RDS/Terminal Services, file and print services, server monitoring and troubleshooting.
  
• Cloud & Virtualisation: Microsoft Azure, hybrid cloud environments, VMware, Hyper-V, virtual machines, storage and infrastructure performance.
  
• Security: SOC/SIEM alert monitoring and escalation, endpoint security, identity security, Microsoft security controls, security incident investigation, vulnerability and remediation processes.
  
• Backup, Patch & DR: Backup monitoring and verification, backup restoration testing, disaster recovery, server and endpoint patching, patch compliance, operational health checks.
  
• Automation & Monitoring: PowerShell scripting, RMM/monitoring platforms, proactive alerting, automation of repetitive service desk activities, reporting and operational dashboards.
  
• Note: The Manager does not need to be the deepest technical specialist in every technology; however, they must possess sufficient technical depth to challenge, guide, troubleshoot, and make informed operational decisions.
  

Key Result Areas (KRAs)

• Service desk SLA and KPI performance
  
• Customer satisfaction and service quality
  
• Reduction in aged and recurring tickets
  
• Effective incident and escalation management
  
• Successful management of P1/P2 incidents
  
• Team performance, development, and capability
  
• Technical quality and adherence to standards
  
• Effective customer communication and governance
  
• Backup and patch compliance
  
• Proactive monitoring and remediation
  
• Security alert and incident management
  
• Knowledge base and technical documentation quality
  
• Automation and reduction of manual processes
  
• Successful customer onboarding and service transitions
  
• Vendor performance and escalation management
  
• Continuous service improvement
  
• Resource utilisation and capacity management
  

Requirements

What You Bring:

Technical Skills

• Strong technical background in an MSP or managed services environment.
  
• Strong Microsoft 365 and Exchange Online experience.
  
• Strong understanding of Microsoft Intune and Entra ID.
  
• Strong Windows Server and Active Directory knowledge.
  
• Understanding of DNS, DHCP, Group Policy, and RDS.
  
• Experience with Azure and hybrid cloud environments.
  
• Experience with VMware and/or Hyper-V.
  
• Understanding of backup, patching, and disaster recovery.
  
• Exposure to SOC/SIEM and security operations.
  
• Strong troubleshooting and technical escalation capability.
  
• Understanding of monitoring/RMM platforms.
  
• PowerShell and automation experience desirable.
  

Service Management Skills

• Strong understanding of ITIL and service management principles.
  
• Experience managing SLAs, KPIs, and service performance.
  
• Experience with incident, problem, and change management.
  
• Strong understanding of service desk processes and workflows.
  
• Experience managing customer escalations.
  
• Ability to analyse service data and identify trends.
  
• Experience developing and improving operational processes.
  

Leadership & Professional Skills

• Proven people leadership and team management experience.
  
• Strong coaching and mentoring capability.
  
• Ability to set expectations and hold people accountable.
  
• Excellent communication and stakeholder management skills.
  
• Strong customer service mindset.
  
• Ability to manage competing priorities in a fast-paced environment.
  
• Strong decision-making and problem-solving capability.
  
• Ability to remain calm and structured during major incidents.
  
• Strong commercial and operational awareness.
  
• High level of organisation and attention to detail.
  

Experience

• Significant experience in IT service desk, technical support, or managed services environments.
  
• Previous experience leading or managing technical support teams.
  
• Experience managing multiple customers and technical environments.
  
• Experience handling customer escalations and major incidents.
  
• Experience with SLA/KPI management and service reporting.
  
• Experience working across infrastructure, cloud, endpoint, and security technologies.
  
• Experience in a fast-paced MSP or technology services environment preferred.
  

Certifications – Preferred

• ITIL Foundation or higher
  
• Microsoft certifications – Azure, Microsoft 365, Intune, or Security
  
• Microsoft Certified: Azure Administrator Associate
  
• Microsoft Certified: Endpoint Administrator Associate
  
• CompTIA Security+, Network+, or equivalent
  
• Relevant vendor or cybersecurity certifications
  

Personal Attributes

• Strong ownership and accountability mindset.
  
• Technically credible and comfortable leading technical conversations.
  
• Customer-focused and commercially aware.
  
• Confident people leader who can coach, challenge, and support the team.
  
• Calm and structured during high-pressure situations.
  
• Proactive rather than reactive.
  
• Strong attention to detail.
  
• Highly organised with excellent follow-through.
  
• Comfortable making decisions and taking responsibility for outcomes.
  
• Strong communicator who can engage equally with engineers, customers, and senior anagement.
  
• Committed to continuous learning and improvement.
  
• Leads by example and creates a culture of ownership, accountability, and customer care.
  

Benefits

Why You’ll Love Working Here

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!
  

Let’s Talk

If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.