{"id":779442,"url":"https://alion.io/job/epic-it-service-team-lead-manager","title":"Service Team Lead / Manager","company":{"id":674365,"name":"Epic IT Solutions","domain":"epic-it.com","url":"https://alion.io/company/epic-it-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Perth, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":103000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":44},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2025-12-23T09:09:59Z","employer_posted_date":"2025-12-23","last_verified_at":"2026-11-03T03:49:05Z","board_verified":true,"closed_at":null,"days_open":314,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":314},"description":"Elevate Your Career with Epic IT: Where Innovation Meets Opportunity\nAt 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.\nWe 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.\nLooking 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.\nKey Responsibilities\nTeam Management (BAU)\nOwn daily rostering and workload balancing across the Service Desk Team\nManage shift coverage to meet our response and resolution SLAs\nDrive 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\nRun regular standups and 1:1s to track workload, blockers, and morale\nMentoring & Development\nLead technical uplift for the Service Desk Team - structured coaching, not just answering questions when asked\nBuild and track individual development plans and career progression paths toward Level 2/3\nDeliver or coordinate internal training sessions on new tools, ticket handling standards, and technical fundamentals\nOwn onboarding for new Service Desk Team hires\nEscalation Point\nAct as the primary escalation for challenging client situations - technical dead-ends, frustrated clients, SLA breaches at risk\nUse technical grounding across the Microsoft stack, 3CX, and core RMM/PSA tools to unblock engineers stuck on Level 1/2 issues\nDe-escalate client frustration with calm, direct communication, and drive tickets to genuinely permanent fixes, not band-aids\nProcess Excellence\nEnforce ISO 27001-aligned operational standards, including Clear Desk/Clear Screen policy compliance across the team\nMaintain ITIL-aligned workflows for incident, problem, and change handling at the service desk level\nOwn 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\nReport on team performance against SLA and quality metrics to leadership\nClient Advocacy\nProtect our client retention by spotting service trends before they become complaints\nFeed recurring client pain points back to CSMs and leadership with concrete recommendations, not just flags\nRepresent the service desk's voice in cross-team discussions on client health\nAbout You\nCore Requirements\n3+ years in an MSP environment, with at least 1-2 years in a team lead, senior engineer, or supervisory capacity\nSolid Level 1/2 technical background across the Microsoft stack (M365, Azure), 3CX or similar VoIP platforms, and modern PSA/RMM tooling\nProven ability to build and manage a roster, balance workload, and hit SLA targets under real pressure\nA 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\nHigh emotional intelligence - genuinely calm under pressure, not just able to say so in an interview\nStrong written and verbal communication for client-facing escalations\nNice to Have\nExperience mentoring engineers from Level 1 to Level 2/3\nExposure to ISO 27001 or similar compliance frameworks in an operational (not just policy) context\nExperience managing or working alongside distributed/multi-site teams\nITIL Foundation certification\nWhat We Offer\nCompensation & Growth\nCompetitive salary with clear progression criteria\nCompany support for personal development that aligns with company goals\nDirect mentoring from senior leadership on people management and service operations\nDefined career path toward senior service delivery leadership\nWork Environment\nHybrid-friendly role, with an expectation of office presence to keep operations running smoothly\nEnterprise-grade PSA/RMM tooling and a service desk built for accountability, not chaos\nAutonomy to run your team your way, within Epic IT's operational standards\nThe Team\nYou'll lead our Service Desk Team, working alongside CSMs, Solutions Architects, and Epic IT's leadership team\nJoin a culture that values quality work and long-term client relationships over ticket-clearing speed for its own sake\nWhat This Role Isn't\nThis isn't a senior helpdesk job - 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