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

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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
  

• 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

• 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!