Regional Service Desk Manager

1 week ago

Southport Queensland, Australia EVOLT IOH Pty Ltd Full time $90,000 - $120,000 per year

Are you a hands-on IT leader with a passion for customer service and team collaboration? We're looking for a Regional Service Desk Manager to oversee our IT support operations from our Head Office is Southport. This is a unique opportunity to work with both offshore and onshore teams, manage bespoke technology environments, and make a real impact in a dynamic, customer-facing role.

What you'll do

Lead & Support Teams

  • Manage a 24/7 Level 1 frontline vendor.
  • Manage Inhouse Level 2 Service Desk & Warehouse team member.
  • Oversee APAC - based escalation resources.
  • Act as the primary escalation point for regional customer support issues.
  • Collaborate with a peer Service Desk Manager in USA.

Hands-On Technical Support

  • Resolve customer incidents and service requests directly.
  • Provide technical guidance and mentorship.
  • Ensure high levels of customer satisfaction.

Operational Oversight

  • Manage onsite hardware storage and logistics.
  • Coordinate shipments and perform basic diagnostics and repairs.

Reporting & Communication

  • Deliver monthly performance reports and real-time incident tracking.
  • Act as a bridge between support teams and the broader Technology department.
  • Communicate across regions and time zones.

What makes this role unique

This isn't your typical IT support role. You'll be working with custom-built hardware and software deployed directly into customer environments—often with limited technical expertise onsite. Success here requires resilience, empathy, and creative problem-solving. You'll be the calm in the storm, guiding customers through complex issues and coordinating across teams to find solutions.

What we're looking for?

  • Proven experience managing IT service desk operations (regional/global).
  • Strong technical troubleshooting and hands-on problem-solving skills.
  • Experience with offshore teams and 24x7 support environments.
  • Familiarity with ITSM tools and reporting platforms.
  • Excellent communication and interpersonal skills.
  • Logistics and basic hardware handling/repair experience.
  • ITIL certification or equivalent.
  • Ability to thrive in a fast-paced, customer-focused environment.

Key Attributes

  • Customer-Centric Mindset: Focused on delivering real value.
  • Strategic Thinking: Balances short-term needs with long-term goals.
  • Strong Communication: Keeps teams and stakeholders aligned.
  • Problem-Solving: Tackles challenges with practical, impactful solutions.

Ready to lead with empathy and drive results in a truly unique IT environment?

Apply now and be part of a team that values innovation, collaboration, and customer success.

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