Service Desk Manager - Pacific & SEA

Job Description

Add expected salary to your profile for insights Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect and communicate with the world around them. For more than a century, the Demant Group has played a vital part in developing innovative technologies and know-how to help improve people’s health and hearing. In every aspect, from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is active and engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significant part of the Group. The Demant Group operates in a global market with companies in more than 30 countries, employs approx. 17,500 people globally. Our products are sold in more than 130 countries where we create life-changing differences through hearing health. The Service Desk Manager will oversee daily support operations across the Southeast Asia and Pacific Region, ensuring the team provides exceptional, customer-focused service to internal and external stakeholders. This role prioritises the delivery of high-quality support across all platforms and technologies within Demant. Responsibilities Lead service desk operations, ensuring high-quality, customer-centric support aligned with SLAs. Oversee team performance (team of 5), workload prioritisation, training, and resource allocation. Ensure effective stakeholder communication and maintain accurate knowledge resources. Manage incident resolution, escalations, and continuous process improvements per ITIL standards. Drive performance reporting, IT project participation, procurement, and asset management. Oversee AV infrastructure, budget forecasting, and IT coordination for clinic projects. Lead P1 incident management, system change communications, and global collaboration. Facilitate IT procurement, installations, and other strategic initiatives as required. You'll be successful in this role if you have: Expertise in IT Service Management with strong business acumen, Data Centre and ITIL knowledge. Proven leadership in team development, coaching, and leading by example. Skilled in documentation, collaboration, and stakeholder engagement. Strong time management, multitasking, and adaptability to changing priorities. Advanced problem-solving and troubleshooting across Microsoft technologies. Excellent communication skills, both written and verbal, with impact and influence. Ability to work independently or within a team and travel as required. What's in it for you: Permanent, Full time Hybrid working environment, 3 days in the office and 2 days at home Competitive Remuneration Package + Super ‘MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life Novated Leasing Employee Assistance Program Birthday and Christmas gifts Our Values Audika is proud to have a diverse and inclusive culture that acknowledges and respects our employees. We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products. We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed. #J-18808-Ljbffr