Digital Support Manager

At Service Stream, we're committed to keeping our people connected, supported, and productive through reliable and responsive technology services. We're looking for an experienced Digital Support Manager (Service Desk & EUC) to join our GBIS team and act as the second-in-command to our Head of Digital Support.

This is a hands-on leadership role, ideal for someone who enjoys balancing people leadership with technical problem-solving. You'll lead day-to-day Service Desk and End User Computing operations, provide senior technical guidance, and help drive continuous improvement across our national support function.

Location: Collins Street, Melbourne.

Work type: Full time permanent.

Working requirements: 5 days on site and must be an Australian or New Zealand Citizen.

About the Role

As the Digital Support Manager, you'll play a key role in ensuring the effective delivery of Service Desk and End User Computing services across the business. You'll oversee daily operations, manage team performance, coordinate escalations, support major incidents, and act as a senior technical escalation point for complex issues.

This role requires a leader who can coach and mentor a team while remaining actively involved in troubleshooting, stakeholder engagement, service improvement initiatives, and operational decision-making.

Leadership & Team Management

• Act as 2IC to the Head of Digital Support, supporting the day-to-day running of the Service Desk and EUC function.

• Lead daily operational activities including queue management, ticket prioritisation, workload balancing, rostering, shift coverage and escalations.

• Coach, mentor and develop team members to enhance technical capability and customer service outcomes.

• Support onboarding, training, knowledge-sharing initiatives and performance management activities.

Technical Leadership

• Serve as the senior escalation point for complex support issues across end-user technologies and workplace platforms.

• Provide hands-on support and troubleshooting across: Microsoft 365, Microsoft Teams, Intune, Entra ID / Azure AD, Windows endpoints, Mobile devices, Remote access technologies, Printers and peripherals, Endpoint security solutions

• Support walk-up, phone, and ticket-based support during periods of high demand or major incidents.

• Drive root cause analysis and work collaboratively with infrastructure, applications, security and vendor teams to resolve recurring issues.

Incident & Service Management

• Ensure incidents and service requests are managed in line with agreed service levels.