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Technical Service Desk Manager M365, Azure | AU | WFH
Job Location:
Monthly Salary:
Experience Required:
Posted:
17 October 2026 (3 days ago)
Posted:
Application Deadline:
14 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 Youll 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 Youll 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!
Lets Talk
If youre thinking this sounds like meit probably is. Click apply. We cant wait to meet you.
Required Skills:
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.
