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End User Services Team Lead
2 weeks ago
Responsible for provision of first and second-line support to Seaco’s End Users. Leads (End User Services) EUS team to ensure processes and resources are aligned with Seaco’s needs for end user support.
**Reports to**: Director of IT Services
**Line Management Responsibility**: 3 x EUS Engineers (Singapore, Hamburg, Houston)
**Key Tasks and Activities**:
- Respond and prioritise end-user requests for support and maintenance on Seaco’s hardware and software platforms.
- Collaborate with business and IT leadership to define SLA and OLA for End User services. Ensure resources aligned to achieve SLA’s and provide regular report on performance.
- Manage details of support provided in the service desk trouble-ticketing system, including maintaining the IT inventory database.
- System administration and technical support on AD, Exchange, Office365, ADFS, JIRA and peripheral systems.
- Define and document Seaco’s support processes based on established frameworks, such as the IT Infrastructure Library (ITIL) to drive continual improvement.
- Troubleshoot desktop issues, including isolating problems to networks or servers with goal of identifying and rectifying root causes and act as a 2nd level to the EUS Team.
- Design, build and deploy PC images aligned with Seaco’s standard operating environment.
- Available for off-hours support when necessary, such as participating in 24/7 support rotations, planned maintenance, or emergency support.
- Available for occasional ad hoc travel within region if required.
- Managed the EUS Team, ensuring each EUS Engineer is supporting the EUS Activities for each geography as per required.
**Key Relationships**:
Global (Asia Pac focus).
Internal: End user base, Global Support Service team.
External: IT Vendors.
**Qualifications Required**:
5 years’ experience in End User Support.
Bachelor’s Degree, or equivalent experience, and proven & demonstrable applicable experience.
**Key Skills/Knowledge Required**:
- Experience in Team Leadership desirable.
- Strong experience working with Windows Operating System, MS Office Suite (Office 365) and ITIL principles.
- Knowledge of TCP/IP & wireless networking (configuration/troubleshooting) beneficial.
- Strong interpersonal skills.
- Good English language skills including communication with non-mother tongue English speakers.
