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End-user Experience Manager

3 weeks ago

Singapore Levi Strauss & Co. Full time

Job Summary

The End-User Experience Manager will lead a team of Deskside Support engineers across Asia Pacific, Middle East and Africa corporate offices and manage the Service Desk to ensure timely and accurate technical support provision to end users. With a passion for customer service excellence, he/she must ensure our standard Service Level Agreement for the Service Desk are met (i.e. Time to answer, First call Resolution, Hold times, etc).

The End-User Experience Manager is expected to strive for continuous improvements, drive-up resolution rates and improve customer experiences. He/she will be responsible for transforming a regionally focused Desktop and Service Desk into global Desktop and Service Desk assisting customers around the globe in a follow the sun model.

The End-User Experience Manager must be familiar with the latest end-user computing technologies and will work with the Global Service Desk to support both corporate and retail store users through Global Support Teams, knowledge sharing and automation. He/she will support the wider customer base in the awareness and adoption of existing technologies as well as in the take-up and take-on of new technologies as they are rolled out.

**Responsibilities**:

- Oversee the daily operations and all end-user experience services across Asia Pacific, Middle East and Africa to ensure agreed service level targets are met, including mobile device management.
- Lead, motivate and manage the Service Desk and end-user experience team in Asia Pacific, Middle East and Africa to ensure clear responsibilities, empowering and delegating where necessary in line with individuals’ abilities.
- Responsible for transforming a regionally focused Desktop and Service Desk into global Desktop and Service Desk assisting customers around the globe in a follow the sun model.
- Manage internal team escalations and provide support for complex issues or requests.
- Manage customer escalations, service issues and complaints.
- Partner with desktop operations team to support video/web conferencing tools, end-point protection, end-user voice and other end-user computing technologies.
- Manage the overall asset life-cycle process for corporate offices in Asia Pacific, Middle East and Africa region.
- Partner with local offices in IT procurement.
- Contributes positively to organizational change and committed to working as part of a team.

**Requirements**:

- Bachelor's degree in Computer Science, Information Systems or equivalent.
- At least 5 years of experience in End-User Computing technology and service management.
- Experience in managing multi-site environments across diverse user groups, Deskside Support, and Service Desk teams.
- Experience in leading teams across different countries.
- Strong working knowledge in managing and implementing IT Service Management processes, methodologies, and tools.
- Familiar with Service Now, Microsoft Windows OS and O365 products, and MAC OS.
- Familiar with video/web conferencing tools, end-point protection, image management, software distribution and mobile device management.
- Excellent in verbal and written communication
- Strong interpersonal, stakeholder management and project management skills.
- Embrace a customer service mindset.
- Solutions focused and ability to multi-task.

LOCATION

Singapore 138589

FULL TIME/PART TIME

Full time