To lead, develop, maintain and improve the day-to-day IT operational support for End User Services (EUS) and Service Desk (SD).  While providing high level of customer satisfaction, EUS and SD Manager is responsible for resolving daily / ad hoc incidents, requests, enquires and complaints in timely fashion and escalate to the appropriate support groups.  EUS and SD Manager must have good balance of EUS team and SD team management as well as maintain good relationship with business users.

YOUR RESPONSIBILITIES WILL INCLUDE (but are not limited to):

-          Lead the End User Services Team and Service Desk Team, guide the teams for daily operations

-          Acting as escalation point for EUS an SD Teams globally

-          Motivates the teams to adhere to IT best practices, standards and processes and deliver outstanding customer service and satisfaction to business users

-          Cascade the technical guidance to the teams and make sure the teams liaise with global directions

-          To monitor the performance KPI of both EUS and SD teams and suggest for improvement

-          Ensure facilities such as conference room and computer equipment are in good operational condition

-          Ensure accuracy on asset inventory

-          Ensure PC refreshment in line with corporate policies

-          Provide support and direction on any end users computing rollout

-          Determine root cause of issues and communicate appropriately to business users

-          Deliver and manage any regional and global projects

-          Provide input and make recommendations in the continuous improvement of end user experience with various team including global / regional EUS and SD teams

-          Liaise with global management team on IDP and goals

-          Maintain a high level of employee morale within the teams

-          Collaborate both EUS and SD teams to make better services and user experience

-          Assist in the review of I.T. Infrastructure related process, workflow and documentation

-          Review the surveys with business users to improve customer experience

-          Assist with annual budget planning exercise

-          Recruit and maintain employee contracts with internal teams and external vendors

-          Vendor managements

-          Knowledge of the whole ITIL process

-          Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive and etc...

-          Knowledge of Nexthink, SCCM and CMB an added advantage

-          Knowledge in ServiceNow ticketing system, able to view / create / resolve tickets and generate reports

-          Oversee I.T. solutions repository and ensure the top quality solutions to be used with low costs

-          Able to work independently and liaised with global teams

-          Be a self-learner, a team player and able to work in different environment

-          Excellent analytical and problems solving skills

-          Self-initiative, independent and enthusiastic

-          Maintain a high level of employee’s morale within the team

-          Make the quick and right decisions on any urgent and ad-hoc issues

-          Required to work or join different meeting during non-office hours