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Service Team Lead / Manager

Epic IT
North Perth WA

Quick Apply

Job Details

Full-time

Qualifications

Azure
Management
Team management

Full Job Description

Elevate Your Career with Epic IT: Where Innovation Meets Opportunity

At Epic IT, we don’t just fix computers; we build permanent solutions. We are a fast-growing Perth MSP and MSSP known for our "Epic IT DNA"—a commitment to accountability, permanence, and industry-leading response times. We answer 90% of calls in under 36 seconds and offer our clients a 90-day satisfaction guarantee. We are looking for a leader who is as obsessed with service excellence as we are.

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 be part of a forward-thinking team that's reshaping IT solutions in Perth? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.

We are seeking a Service Team Lead / Manager to head our Business-As-Usual (BAU) service operations. You will be the engine room of our service desk, ensuring our Level 1 engineers are supported, our clients are happy, and our operations run like clockwork.

This isn't just a desk job—it’s a leadership role where you will mentor the next generation of engineers and step in as the "hero" when complex client situations need a calm, expert hand.

Key Responsibilities * Team Management (BAU): Own the daily rhythm of the service desk. This includes rostering, workload balancing, and ensuring we meet our 15-minute response and 2-hour resolution targets.

Mentoring & Development: Lead the growth of our Level 1 Service Desk team (including our offshore members). You’ll be responsible for their technical uplift and career progression.
Escalation Point: Act as the primary point of escalation for challenging client situations. You’ll use your technical background and high emotional intelligence to diffuse situations and find "permanent" solutions.
Process Excellence: Uphold our operational standards, including our ISO27001 compliance (Clear Desk/Clear Screen policies) and ITIL-aligned workflows.
Client Advocacy: Ensure our 98% client retention rate remains high by identifying service trends and proactively addressing potential pain points.

About You * Experienced: You have a solid background in MSP environments and understand the fast-paced nature of service desk operations.

Technically Grounded: You are comfortable with the Microsoft Stack (M365, Azure), 3CX, and modern PSA/RMM tools. You’ve "been there, done that" at Level 1 and 2.
A Natural Leader: You enjoy coaching others more than just fixing the ticket yourself. You know how to build a roster that works and a culture that wins.
Cool Under Pressure: When a client is frustrated, you are the calmest person in the room.

Why Join Epic IT? * Join a CRN Fast50 award-winning team (2018, 2024 & 2025).

Work with a team of 30+ specialists across AI, Cyber, and Cloud.
A culture of "Permanence"—we do things right the first time.
A clear career path into Service Delivery Management or Technical Architecture.

Quick Apply

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