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.
