At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.
Job Description:
The Deskside Services Manager is responsible for managing the deskside support team and ensuring the delivery of high-quality technical support to end-users. This role involves overseeing hardware and software issue resolution and ensuring smooth operations.
Essential Job Responsibilities:
- Manage the deskside support team.
- Oversee technical support to end-users.
- Ensure timely resolution of hardware and software issues.
- Collaborate with the service desk team.
- Develop and implement support strategies.
- Document technical support activities.
Qualifications & Requirements:
- Education: Bachelor's degree in Information Technology, Computer Science, or related field.
- Experience: 5-7 years of experience in technical support or related field, with at least 2 years in a managerial role.
Skills:
- Troubleshooting
- Technical Support
- Service Desk
- Reporting and Analysis
- Remote User Support
- Professional Collaboration
- Problem Solving
- Hardware Diagnostics
- General Operations Management
- Detail-Oriented
- Customer Relationship Management (CRM)
- Computer Literacy
- Communication
- Business Innovation
- Analytical Thinking
- Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate.
- Physical Requirements: Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment.
Technical Environment & Tools:
Microsoft ecosystem: Microsoft 365, Entra ID (Azure AD), Intune, Autopilot
Identity & access: Active Directory, Conditional Access, MFA
Endpoint & device management: Intune, SCCM/MECM or equivalent UEM tools (e.g., Workspace ONE, Jamf)
ITSM platforms: Jira Service Management, ServiceNow or similar
Endpoint security: Microsoft Defender, antivirus, device compliance tools
Collaboration tools: Teams, Exchange Online, SharePoint
Networking fundamentals: LAN/WAN, Wi-Fi, VPN, DNS, DHCP
Exposure to server environments and infrastructure (on-prem / cloud)
Epiq Leadership Compass
Builds Talented Teams
Builds and develops inclusive, high-performing teams aligned to strategic goals for exceptional talent and business results.
Focus on employee engagement
Build a strong talent pipeline
Fosters Relationships & Collaboration
Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.
Build trust-based partnerships
Nurture long-term relationships
Remove collaboration barriers
Celebrate cross-team success
Engages & Influences
Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.
Use storytelling to build buy-in
Align communication with organizational goals
Guild alignment through strong engagement
Maximizes Performance
Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.
Use data to identify improvement opportunities
Make informed decisions
Align team goals with boarder strategy
Empower teams to manage their own goals
Translate vision into clear priorities
Prepare for disruptions with strong change management
Achieves Operational Success
Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.
Improve workflows for team efficiency
Use clear documentation and expectations
Resolve issues quickly using data and feedback
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 5-7 years of experience in technical support or related field.
- At least 2 years in a managerial role.
- Experience with Microsoft 365, Entra ID (Azure AD), Intune and Autopilot.
- Experience with Active Directory, Conditional Access, and MFA.
- Experience with SCCM/MECM or equivalent UEM tools (Workspace ONE, Jamf).
- Familiarity with ITSM platforms such as Jira Service Management or ServiceNow.
- Knowledge of endpoint security tools (Microsoft Defender) and device compliance.
- Networking fundamentals: LAN/WAN, Wi‑Fi, VPN, DNS, DHCP.
- Strong troubleshooting, hardware diagnostics, remote user support, and service desk skills.
- Reporting and analysis, documentation, and general operations management experience.
- CompTIA A+ and Microsoft Certified: Modern Desktop Administrator Associate (certifications).
- Ability to work in an office environment (sit/stand/use office equipment).
- Must be authorised to work in Australia for any employer.
Epiq Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Epiq and has not been reviewed or approved by Epiq.
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Healthcare Strength — Health, dental, and vision coverage is described as available for full-time, direct-hire employees, alongside life and disability protections and an employee assistance program. Access to these staples is portrayed as a meaningful part of the total rewards package for eligible roles.
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Retirement Support — A 401(k) plan with employer matching is described as part of the U.S. benefits offering. Having retirement support is positioned as a baseline benefit that some employees value.
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Fair & Transparent Compensation — Pay is characterized as good or decent in certain roles, suggesting market-aligned compensation exists in parts of the organization. Total compensation is also framed positively in some accounts that bundle pay with core benefits.
Epiq Insights
What We Do
Epiq, a global technology-enabled services leader to the legal industry and corporations, takes on large-scale, increasingly complex tasks for corporate counsel, law firms, and business professionals with efficiency, clarity, and confidence. Clients rely on Epiq to streamline the administration of legal department and business operations, class action and mass tort, eDiscovery, regulatory, compliance, restructuring, and bankruptcy matters. Epiq subject-matter experts and technologies create efficiency through expertise and deliver confidence to high-performing clients around the world. Learn more at www.epiqglobal.com.
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