End User Services Manager

Brennan. Where true performance thrives. 
At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.  It’s a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology. 
  
Why join Brennan 
True performance for our customers starts with a true belief in our people. 
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members. 
   
True rewards 
In addition to competitive remuneration, Brennan offers extensive benefits, including: 

• Training and certification bonuses 
• Culture Awards that recognise excellence 
• Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors 
• Vibrant, fun social activities 
• Discounted hardware and software 
• An environment that embraces learning and development 

The role:
We are looking for an experienced End User Services Manager to lead and evolve the end user support function for one of Brennan's largest and most strategic managed services customers based in Brisbane.

This is a people leadership role responsible for bringing together Service Desk, onsite support, VIP support and End User Computing teams to deliver an exceptional end user experience. You'll lead a team of approximately 20 staff across onsite, remote and offshore support models, working closely with team leaders, customer stakeholders and Brennan leadership to deliver exceptional service outcomes.

Success in this role will come from driving continuous improvement, service excellence and high-performing teams. While a solid understanding of modern workplace technologies is important, this role is focused primarily on leadership, operational management and continuous improvement rather than hands-on technical delivery.

 This Brisbane-based role requires a minimum of three days per week in the office, with occasional travel to regional customer sites as required.

Key Responsibilities:

• Lead the day-to-day delivery of Service Desk, End User Computing, VIP Support and onsite support services.
• Provide leadership and direction to team leaders and support teams across onsite, remote and offshore delivery models.
• Identify service gaps and implement operational improvements to enhance customer experience and service outcomes.
• Own operational performance across service levels, ticket management, customer satisfaction and continuous improvement initiatives.
• Act as the senior escalation point for major incidents, VIP support issues and operational challenges.
• Partner with customer stakeholders and Brennan leadership to ensure services are aligned to business needs.
• Drive adoption of automation, self-service, knowledge management and AI-enabled support initiatives.
• Coach, mentor and develop a high-performing customer-focused team.

What skills and experience you bring:

•  Experience leading Service Desk, End User Computing, Desktop Support or IT Operations teams.
• Proven people leadership experience in a customer-focused IT environment.
• Strong process improvement mindset with a track record of driving operational improvements.
• Experience managing service delivery, escalations and customer outcomes.
• Excellent stakeholder management and communication skills.
• ITIL certified (current or previously held) or strong ITSM experience.
• MSP/SI experience is highly regarded.
• Experience leading onsite, remote and offshore teams.

Technical skills in some of the following areas is beneficial:

• Microsoft 365, Intune and Windows environments.
• End User Computing and endpoint management.
• Entra ID and identity management.
• ServiceNow, CXone or similar ITSM platforms.
• Virtual desktop and collaboration technologies.
• Knowledge management, automation and self-service solutions.

Note: As part of our hiring process, you will be required to undertake a  National Criminal History Check.

Brennan is an equal-opportunity employer