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

Staff Domain

10d

About The Position

The Technical Service Desk Manager leads and manages the service desk and technical support function in a managed services environment. The role combines technical capability with people leadership, service management, customer governance, and operational ownership. It is accountable for a consistent, responsive, high-quality support experience while maintaining operational stability, SLA performance, technical standards, and continuous improvement across customer environments.

The manager leads Level 1, Level 2, and technical support resources, overseeing work allocation, escalation, technical quality, performance, and professional development. The role remains technically involved in complex escalations, major incidents, technical reviews, and customer issues while ensuring the team is accountable for service outcomes.

The position provides technical and operational oversight across Microsoft 365, Intune, Entra ID, Azure, Windows Server, networking, virtualisation, backup, patching, and security operations. It also owns service desk performance, major incident response, customer and vendor escalations, service reporting, onboarding and transitions, workforce planning, documentation, automation, and continuous service improvement. The role is listed as full-time, with a work-from-home/onsite setup and schedules of 9:00 AM–6:00 PM Australian Eastern Time or 6:00 AM–3:00 PM Philippine time.

Requirements

• Strong technical background in an MSP or managed services environment.
• Strong Microsoft 365 and Exchange Online experience.
• Strong understanding of Microsoft Intune and Microsoft Entra ID.
• Strong Windows Server and Active Directory knowledge.
• Understanding of DNS, DHCP, Group Policy, and RDS/Terminal Services.
• 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.
• Strong understanding of ITIL and service management principles.
• Experience managing SLAs, KPIs, and service performance.
• Experience with incident, problem, and change management, service desk processes, and workflows.
• Experience managing customer escalations and analysing service data to identify trends.
• Experience developing and improving operational processes.
• Proven people leadership and technical support team management experience, including coaching and mentoring.
• Ability to set expectations and hold people accountable.
• Excellent communication, customer service, and stakeholder management skills.
• Ability to manage competing priorities in a fast-paced environment and remain calm and structured during major incidents.
• Strong decision-making, problem-solving, commercial and operational awareness, organisation, and attention to detail.
• Significant experience in IT service desk, technical support, or managed services environments.
• Experience managing multiple customers and technical environments, customer escalations, and major incidents.
• Experience with SLA/KPI management and service reporting.
• Experience working across infrastructure, cloud, endpoint, and security technologies.
• Strong ownership and accountability mindset; technically credible, customer-focused, proactive, and committed to continuous learning and improvement.

Nice To Haves

• PowerShell scripting and automation experience.
• Experience in a fast-paced MSP or technology services environment.
• ITIL Foundation or higher certification.
• Microsoft certifications in Azure, Microsoft 365, Intune, or Security.
• Microsoft Certified: Azure Administrator Associate.
• Microsoft Certified: Endpoint Administrator Associate.
• CompTIA Security+, Network+, or equivalent certification.
• Relevant vendor or cybersecurity certifications.

Responsibilities

• Own the day-to-day operation and performance of the technical service desk, coordinating Level 1, Level 2, and technical support resources.
• Prioritise and allocate tickets, incidents, requests, and escalations; monitor queues, aged tickets, workload, capacity, coverage, and ownership through resolution.
• Review operational processes and improve service efficiency and consistency across customer environments.
• Act as an escalation point for complex technical, customer, and operational issues.
• Lead, coach, and develop service desk and technical support engineers; set expectations and objectives, conduct regular one-to-ones and performance reviews, and address performance issues.
• Monitor individual and team performance against SLAs, utilisation, ticket quality, customer service, and operational KPIs; identify skills gaps and plan training, certification, and succession development.
• Provide technical leadership for complex L2/L3 incidents and escalations, troubleshooting critical issues as needed and ensuring ownership through resolution.
• Guide support across Microsoft 365, Intune, Entra ID, Azure, Windows Server, networking, virtualisation, backup, and security technologies; ensure solutions and support procedures meet technical standards.
• Oversee Microsoft 365, Exchange Online, Intune, and Entra ID support, including email, identity, access, endpoint management, and security issues.
• Provide oversight of Windows Server, Active Directory, Group Policy, DNS, DHCP, RDS/Terminal Services, Azure and hybrid cloud infrastructure support.
• Oversee VMware and Hyper-V environments, reviewing performance, capacity, availability, risks, and maintenance activities.
• Oversee SOC/SIEM alerts and security escalations; coordinate investigations and remediation with SOC and security teams and ensure incidents follow required procedures.
• Oversee backup monitoring, restoration testing, disaster recovery scheduling, patch compliance, and operational health checks; escalate material risks as appropriate.
• Own the service desk response to major and high-priority incidents, coordinate resources and stakeholders, maintain customer communications, and lead or coordinate post-incident reviews and problem management.
• Manage service desk performance against SLA and KPI targets; review response and resolution performance, backlogs, breaches, reopen rates, complaints, and escalation trends, and produce service performance reports.
• Serve as a senior operational contact for key customers; participate in service reviews and governance, manage expectations, track customer concerns, and support onboarding and service improvement.
• Coordinate vendor and third-party escalations and activities, monitor vendor tickets, and pursue timely progress and resolution.
• Drive continuous improvement, automation, proactive monitoring, preventative solutions, knowledge management, documentation, and standard operating procedures.
• Maintain accurate technical and customer documentation and ensure knowledge base articles and procedures are created, reviewed, and updated.
• Provide technical leadership for customer onboarding and service transitions, identifying risks and ensuring access, documentation, support procedures, and handovers are ready before go-live.
• Monitor workload and resource utilisation, forecast capacity needs, allocate resources, support recruitment and technical assessment, and participate in workforce planning and roster management.
• Use operational data and service trends to improve service delivery, resource planning, and customer experience.

Benefits

• HMO, dental, and life insurance for the employee and one free dependent from day one, with the option to enroll additional dependents.
• Paid birthday, vacation, medical, and maternity leaves.
• Up to six vacation leaves convertible to cash on the employee’s anniversary.
• Employee engagement activities, including a year-end party, family day, and team building.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed