Service Desk Lead

Job description

Key Responsibilities Team Management (BAU) Own daily rostering and workload balancing across the Service Desk Team Manage shift coverage to meet our response and resolution SLAs Drive queue health and dispatch strategy across our PSA platform — real-time visibility into load, bottlenecks, and technician capacity, with the judgment to rebalance before an SLA is at risk, not after Run regular standups and 1:1s to track workload, blockers, and morale Mentoring & Development Lead technical uplift for the Service Desk Team — structured coaching, not just answering questions when asked Build and track individual development plans and career progression paths toward Level 2/3 Deliver or coordinate internal training sessions on new tools, ticket handling standards, and technical fundamentals Own onboarding for new Service Desk Team hires Escalation Point Act as the primary escalation for challenging client situations — technical dead-ends, frustrated clients, SLA breaches at risk Use technical grounding across the Microsoft stack, 3CX, and core RMM/PSA tools to unblock engineers stuck on Level 1/2 issues De-escalate client frustration with calm, direct communication, and drive tickets to genuinely permanent fixes, not band-aids Process Excellence Enforce ISO 27001-aligned operational standards, including Clear Desk/Clear Screen policy compliance across the team Maintain ITIL-aligned workflows for incident, problem, and change handling at the service desk level Own root-cause analysis on recurring issues and turn it into permanent process or technical fixes — this is the core of the role, not a side task Report on team performance against SLA and quality metrics to leadership Client Advocacy Protect our client retention by spotting service trends before they become complaints Feed recurring client pain points back to CSMs and leadership with concrete recommendations, not just flags Represent the service desk's voice in cross-team discussions on client health About You Core Requirements 3+ years in an MSP environment, with at least 1-2 years in a team lead, senior engineer, or supervisory capacity Solid Level 1/2 technical background across the Microsoft stack (M365, Azure), 3CX or similar VoIP platforms, and modern PSA/RMM tooling Proven ability to build and manage a roster, balance workload, and hit SLA targets under real pressure A track record of fixing the cause, not just the symptom — you can point to a process or system you changed because you were tired of seeing the same ticket High emotional intelligence — genuinely calm under pressure, not just able to say so in an interview Strong written and verbal communication for client-facing escalations Nice to Have Experience mentoring engineers from Level 1 to Level 2/3 Exposure to ISO 27001 or similar compliance frameworks in an operational (not just policy) context Experience managing or working alongside distributed/multi-site teams ITIL Foundation certification What We Offer Compensation & Growth Competitive salary with clear progression criteria Company support for personal development that aligns with company goals Direct mentoring from senior leadership on people management and service operations Defined career path toward senior service delivery leadership Work Environment Hybrid-friendly role, with an expectation of office presence to keep operations running smoothly Enterprise-grade PSA/RMM tooling and a service desk built for accountability, not chaos Autonomy to run your team your way, within Epic IT's operational standards The Team You'll lead our Service Desk Team, working alongside CSMs, Solutions Architects, and Epic IT's leadership team Join a culture that values quality work and long-term client relationships over ticket-clearing speed for its own sake What This Role Isn't This isn't a senior helpdesk job — you're leading a team, not just working the queue yourself Not a hands-off management role — you'll be in the trenches on escalations when it counts Not a "set and forget" roster job — you're actively managing workload and coaching daily Not for someone who's satisfied identifying what's wrong — this role exists to fix what's wrong, permanently Elevate Your Career with Epic IT: Where Innovation Meets Opportunity At Epic IT, we don't just fix computers; we build permanent solutions. Since 2006, we've been transforming Perth's IT landscape, recognized as a CRN Fast50 award winner. Our "Epic IT DNA" means accountability, permanence, and industry-leading response times — fast call answer rates, a satisfaction guarantee on every engagement, and a client retention rate we're proud of. We believe in empowering our team to reach new heights. Our unique internal culture cultivates talent, encourages leadership, and celebrates success. When you join Epic IT, you're not just taking a job – you're embarking on a career journey with a company that's passionate about technology, committed to our people, and dedicated to making a real impact in the IT industry. Looking to lead a team that's reshaping IT solutions in Perth? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful leadership work.