Job Description

This is not your standard Service Desk role.

As our Regional Service Desk Manager, you’ll lead a high-impact function across customer support, warehouse operations, and internal IT—owning the performance of our APAC service desk end-to-end.

You’ll be hands-on. You’ll be in the detail. And you’ll be the person the team turns to when things get complex.

From managing a support environment to overseeing hardware logistics and stepping into escalations, reporting into the Technology Operations Manager, you’ll play a critical role in keeping our customers operational and our teams aligned.

What You’ll Be Responsible For

• Act as the bridge between support and the broader Technology team
• Lead and manage a Service Desk across APAC
• Own support tickets, escalations, SLAs, and performance reporting
• Act as the key escalation point for critical issues
• Get hands-on with troubleshooting and incident resolution
• Oversee warehouse operations (inventory, shipments, repairs)
• Manage distributor support, technician visits, and replacements
• Support internal IT (devices, onboarding/offboarding, systems)
• Drive continuous improvement across support and operations

What Sets You Apart

Our tech is custom-built and deployed directly into customer sites—often where technical expertise is limited.

You’ll need to:

• Stay calm under pressure
• Solve problems without a clear playbook
• Work across teams to get outcomes
• Handle customers with empathy while driving resolution

You’ll be:

• hands-on and lead from the front
• comfortable in ambiguity and complexity
• able to de-escalate and problem-solve under pressure
• balanced in customer experience with operational efficiency
• structured, but not rigid

What You Bring

• Experience leading Service Desk or Technical Support teams
• Strong troubleshooting skills (hardware + software)
• Experience with onshore/vendor support models
• Exposure to logistics, inventory, or hardware environments
• Familiarity with ITSM tools and platforms like Microsoft 365
• ITIL (or similar) is a plus

Why Join Evolt

• Work with a globally expanding business across 50+ countries
• Be part of a team building and supporting unique, custom technology
• Own a function that directly impacts customer experience and retention
• A role that blends leadership, operations, and technical depth

If this role sounds like it is written for you, please apply today! We will be reviewing and progressing applications as received.