Ready to lead and uplift a high-performing IT Service Desk across a fast-growing APAC network? Hilton Foods is looking for an experienced Service Desk Manager to take ownership of end-user support, service delivery, and continual improvement across our manufacturing and corporate sites.
This is a hands-on leadership role for someone who thrives in a dynamic environment, loves building capability, and wants to make a real impact as our technology landscape matures.
About the Role
As the Service Desk Manager – APAC, you'll lead the regional Service Desk function, ensuring every incident, request, and change is handled efficiently and aligned to agreed service levels. You'll champion ITIL practices, uplift team capability, drive service excellence, and act as a key link between our sites, Group IT, and external vendors.
This role is excellent for someone who is looking to build on capability and grow into a potential IT Operations Manager.
This role is 100% onsite in Truganina or our Brisbane site in Heathwood supporting a highly operational environment perfect for someone who enjoys being close to the action and partnering directly with our people on the ground.
What You'll Do
* Lead and develop the APAC Service Desk team of 6, ensuring high-quality, customer-focused support.
* Manage Service Manager (our ITSM tool) and ensure accurate logging, prioritisation, ownership, and closure of all tickets.
* Monitor Service Desk KPIs (FTF, response & resolution times, backlog) and drive improvements.
* Define and maintain ITIL-aligned processes for incident, request, problem, and knowledge management.
* Own the Service Catalogue, escalation matrix, support documentation, and communication across regional sites.
* Oversee joiner/mover/leaver processes, user provisioning, and access management.
* Ensure compliance with Group IT policies, security controls, and audit requirements.
* Build strong relationships with business teams to understand pain points and future needs.
* Manage third-party vendors (e.g., Ricoh, Cisco, Telstra) and ensure effective contract performance.
* Drive continuous improvement initiatives including knowledge base expansion and end-user self-service tools.
* Provide hands-on support when required across hardware, software, connectivity, Office 365, MFA/VPN, and business applications.
* Troubleshoot escalated issues and work closely with Infrastructure, Applications and Security teams.
* Support endpoint patching, software deployment, and asset lifecycle tracking.
* Monitor and report on security incidents logged via the Service Desk and ensure remediation.
What You'll Bring
* Bachelor's degree in IT or related field (or equivalent experience).
* 5+ years in IT Service Management or Service Desk leadership.
* Strong knowledge of ITIL frameworks (ITIL certification a must).
* Experience with ITSM tools like Service Manager, ServiceNow or Jira.
* A proven ability to lead, coach, and develop Service Desk teams.
* Excellent communication, influencing, and stakeholder engagement skills.
* Strong technical foundation across Microsoft 365, Active Directory, endpoint management, and collaboration tools.
* Experience managing vendors, contracts and service performance.
* Valid Australian work rights are required for this position.
Who You Are
* Thrives in a fast-paced, site-based environment where no two days are the same.
* Gets excited about building a maturing service function—not just keeping the lights on.
* Enjoys developing people and creating a performance-focused service culture.
* Balances technical understanding with exceptional communication and customer service.
* Solves problems at the root cause and champions continuous improvement.
* Is resilient, pragmatic, and comfortable navigating change.
* Works collaboratively with Infrastructure, Applications, Security and Operations teams.
* Sets clear expectations and creates accountability within the team.
Why Hilton Foods?
We're a global food manufacturing business partnering with some of the biggest names in retail. At Hilton Foods, you'll join a business that's scaling up, investing in technology, and empowering its people to make real impact.
You'll work in a values driven, high trust environment where innovation, accountability, and continuous improvement are encouraged.
Some of the great benefits to working with us below:
* Accredited Training & Career Growth – Access world class training programs and international career development opportunities.
* Our In House Canteen – enjoy discounted chef-prepared meals, coffee, and snacks.
* Employee Assistance Program (EAP) – You and your family can access 24/7 confidential support, plus a full wellbeing app.
* Cutting-Edge Facility – Work in a highly automated, world-class facility—a workplace like no other
* All the Tools You Need – No matter your role, we provide everything you need to do your job.
# A note to recruitment agencies - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to the resumes.
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