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.