Deskside Services Regional Manager

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)

Must be authorised to work in Australia for any employer.

#LI-JM1 #LI-Remote

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