Regional Operational Manager

OUR COMPANY:
EOS IT Solutions is a global technology and logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of services are our top business priorities, along with investing in and supporting our partners and employees.
We are a true international IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:
We are seeking a highly motivated and experienced Regional Operations Manager to manage a diverse team of support agents across multiple technical service areas. This role will focus on providing day-to-day leadership and operational oversight for IT Asset Management, Tier 1 Service Desk Operations, and AV Infrastructure support. You will play a critical role in driving team performance, ensuring high-quality service delivery, and fostering a culture of excellence and continuous improvement across the region.

KEY RESPONSIBILITIES:

• Lead, develop, and manage a regional team of support engineers across IT, Service Desk, and AV functions.
• Plan and implement strategic initiatives to enhance service delivery and overall customer satisfaction.
• Ensure SLA adherence by overseeing timely response and resolution of break-fix incidents.
• Monitor and maintain accurate asset tracking and inventory of supplies and consumables.
• Review and approve documentation of incidents, requests, projects, and maintenance tasks performed by the team.
• Collaborate closely with the Global Management Team to establish standardized operational processes and training documentation.
• Monitor service dashboards, analyze performance trends, and escalate service health concerns as needed.
• Use data insights to recommend and implement service improvement initiatives.
• Travel routinely to support additional regional offices in the Austin Domain and Downtown areas.
• Serve as the escalation point for Tier 1 support issues and liaise with the client to resolve concerns promptly.

ESSENTIAL CRITERIA:
• Proven experience leading technical support or IT operations teams across multiple timezones.
• Strong customer service focus with a passion for delivering high-quality support.
• In‑depth knowledge of service desk operations, incident management, and support best practices.
• Strong organizational, communication, and leadership skills with the ability to manage across functions and sites.
• Ability to work independently with a proactive, solution‑oriented mindset.
• Comfortable working in a dynamic, fast‑paced environment.
• Ability to influence and motivate team members while fostering a collaborative culture.

DESIRABLE CRITERIA:
• ITIL certification or knowledge of the ITIL framework.
• Experience working in a global or enterprise‑level IT support environment.
• Familiarity with asset management practices and support ticketing systems.
• Experience with Service Desk operations and ticketing support system, Jira preferred 

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of gender, gender identity, gender reassignment, age, religious or similar philosophical belief, race, national origin, political opinion, sexual orientation, disability, marital or civil partnership status, or other non‑merit factor.

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