Elevate Your Career with Epic IT: Where Innovation Meets Opportunity

Epic IT is a Perth-based managed service provider, established in 2006. We look after around 72 businesses with a team of about 35 across Perth, Sydney, Brisbane and Clark in the Philippines. We hold ISO 27001, we're working towards ISO 42001, and we're a CRN Fast50 winner.

We run an AI-first service desk. Automation already handles a good share of triage and hygiene, and we want to push it further. We sell accountability and permanence, and we hire for the same.

The role

You're the senior engineer our service desk leans on. When a ticket needs more experience, it comes to you, and you see it through to a fix that stays fixed. You make the engineers around you better, coaching our L1s in Perth and the Philippines toward L2. You also look after Epic IT's own IT, the systems the whole business runs on, alongside our ISO 27001 controls. You report to our Head of Service.

What you'll do

Escalations and mentoring

- Be a senior escalation point for complex technical and client issues, and own them through to resolution
- Find recurring problems and fix them for positive, through root cause work or automation
- Coach L1 engineers in Perth and the Philippines toward L2, with a development plan for each person
- Review escalated work, give practical feedback, and help set the technical standard on the desk
- Turn what you fix into documentation and know-how the rest of the team can use
- Take a turn on the after-hours escalation roster

Internal IT

- Look after the core systems Epic IT runs on,



and lead recovery when something goes down
- Manage identity, access and devices for our own staff
- Keep our internal infrastructure, network and security controls current
- Plan and carry out maintenance on our internal systems
- Maintain the evidence behind our ISO 27001 certification

What you'll bring

- 3+ years in an MSP or multi-client managed services environment, with at least 2 at L2/L3 or systems level
- A track record of making other engineers better, as a mentor, senior engineer or team lead
- Confidence owning escalations end to end, including the client conversation
- Strong hands-on Microsoft 365, Entra ID, Intune and Exchange, including hybrid identity
- Working Azure administration and networking fundamentals
- Experience with PSA and RMM platforms
- Calm under pressure, with clear written updates for technical and non-technical audiences
- Interest in automation, and in using AI to run IT better

Nice to have

- Hands-on ISO 27001 or Essential Eight work
- Windows Server administration
- Experience owning internal IT for an MSP or IT services business
- Microsoft certifications such as AZ-104, MS-102 or MD-102
- ITIL Foundation

What We Offer

An AI-first MSP





- AI agents and automation already handle a real share of the routine work on our desk, and we keep pushing further
- Hands-on time with current AI tools, and room to turn the problems you fix into automations that help the whole team
- A business that treats AI as how we work, not a side project

Compensation and growth

- Competitive salary with clear progression criteria
- Support for personal development and certifications that align with company goals
- Mentoring from senior leadership as you grow into coaching and leading others
- A defined career path toward senior technical or service delivery leadership

Work environment

- Hybrid-friendly, with an expectation of office presence to keep operations running smoothly
- Enterprise-grade tooling and a service desk built for accountability, not chaos
- Autonomy to fix things properly, within Epic IT's operational standards

The Team

- Work alongside our service desk engineers, CSMs, Solutions Architects and leadership team
- A culture that values quality work and long-term client relationships over ticket-clearing speed for its own sake

What This Role Isn't

- This isn't a senior helpdesk job — you're leading a team, not just working the queue yourself
- Not a hands-off management role — you'll be in the trenches on escalations when it counts
- Not a "set and forget" roster job — you're actively managing workload and coaching daily
- Not for someone who's satisfied identifying what's wrong — this role exists to fix what's wrong, permanently

📌 Service Desk Lead (North Perth)
🏢 Epic IT
📍 North Perth