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)

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

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.